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About The Role
We are looking for a motivated and detail-oriented Associate Technical Support Engineer – Proactive Monitoring to join our growing Technical Support Engineering team. In this role, you will be at the forefront of ensuring platform health and customer success by proactively identifying, analyzing, and addressing potential issues before they impact our customers.
This is an exciting chance for someone who is passionate about technology, loves solving complex problems, and wants to make a meaningful impact in a fast-paced, collaborative environment.
The ProM team runs 24x7x365 .
Candidates must be flexible to work on different Shifts including APAC/EMEA/AMER hours as and when required. Must be available to work on a few weekends and Holidays as part of the business need.
What You'll Do
Proactive Monitoring: Continuously monitor Salesforce platform health dashboards, alerts, and telemetry signals to detect anomalies and potential issues before they escalate into customer-impacting incidents.
Incident Detection & Triage: Analyze monitoring alerts, log data, and system metrics to identify root causes and escalate findings to the appropriate engineering or operations teams.
Customer-Centric Outreach: Proactively engage with customers affected by identified issues, providing timely communication and resolution guidance to minimize disruption.
Case Management: Create, manage, and resolve support cases with thorough documentation of findings, actions taken, and resolutions.
Collaboration: Partner closely with Engineering, Site Reliability Engineering (SRE), Cloud