We’re seeking a detail-driven GovCloud Proactive Monitoring (ProM) Engineer to help ensure top-tier security, compliance, and reliability for our public sector customers across all eligible Salesforce products. In this role, you’ll use predictive monitoring and advanced analytics to identify, diagnose, and prevent performance and stability risks in mission-critical, government-regulated environments.

This is a prevention-focused, cross-cloud customer-facing role where you partner with internal teams and customers to prevent problems before they start—while strictly meeting all GovCloud security and compliance requirements.

Key Responsibilities

Proactive Monitoring & Issue Prevention

• Alert Onboarding & Setup: Configure customer’s ProM alerts and thresholds post-onboarding, according to business needs, GovCloud best practices, and organizational/cloud profile requirements.

• Alert Monitoring & Management: Serve as a monitoring engineer to manage internal and customer communication across multiple channels (case, email, phone, Slack) regarding alerts. You will ensure cases are appropriately created, validated, and troubleshooted, providing findings and resolution guidance directly to the customer.

• Proactive Services & Optimization: Work proactively to identify and escalate recurring GovCloud-specific issues by analyzing case and alert volumes. Create and curate knowledge articles to enhance internal documentation and support for GovCloud compliance and performance.

• Technical Troubleshooting & Debugging: Accept new cases and conduct deep-dive technical troubleshooting and debugging of alerts and system issues, including validating alerts and updating case descriptions with meaningful information.

Customer Engagement & Technical Support

• End-to-End Customer Experience: Lead the complete end-to-end customer experience, coordinating the resolution of critical technical issues while maintaining strict adherence to GovCloud communication protocols.

• Annual Technical Health Reviews (ATHRs): Partner with Customer Success Managers (CSMs) and deliver Annual Technical Health Reviews (ATHRs) to GovCloud clients, providing valuable insights into their system's performance, identifying areas for optimization, and discussing agreed-upon monitoring plans.

• Key Event Monitoring (KEM) & Collaboration: Partner with Customer Success Managers (CSMs) and other internal teams to manage customer expectations, coordinate key event monitoring, and provide support for high-severity cases with urgency and technical expertise.

• Documentation & Prioritization: Research, document, and prioritize customer issues, using internal tools while managing time effectively in a fast-paced, customer-focused, and highly secure environment.

• Exceed Expectations: Consistently exceed customer expectations and experience in a way that results in high customer satisfaction and trust.

Minimum Qualifications

• Security & Citizenship:

  • Requires U.S. citizenship (U.S. born or naturalized) who does not hold dual citizenship.

  • Ability to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.

• Experience & Education:

  • Bachelor's degree in Computer Science or equivalent experience.

  • Minimum of 2+ years of work experience in Engineering, Programming, Technical Support, or a proactive monitoring/SaaS environment.

• Technical Skills:

  • Proven ability to troubleshoot and debug technical issues with a systematic and logical approach.

  • Experience with monitoring systems, tools, and platforms is a must (e.g., Splunk, automated alert systems).

  • Experience with Database concepts, Data management (RDBMS), and SQL.

  • Understanding of internet technologies: firewalls, web servers, proxy servers, etc., particularly as they relate to secure cloud environments.

• Soft Skills:

  • Excellent written and verbal communication skills for technical and non-technical audiences.

  • Demonstrated skill in Customer Support or Customer Service in a customer-facing role.

  • Ability to effectively prioritize and advance customer issues, and perform effectively under pressure.

Preferred Qualifications

• Platform & Monitoring Expertise:

  • Strong understanding of the Salesforce platform, including its various products, integrations, and administration, with a focus on GovCloud implementations.

  • Certified Salesforce Administrator (ADMIN201), or other relevant Salesforce certifications.

  • Experience with Salesforce and/or CRM applications and other cloud-based technologies.

• Advanced Technical Skills:

  • Experience with reading/writing HTML, APEX, JavaScript, and CSS.

  • Experience working with and solving problems in a variety of internet browsers.

• Team & Knowledge Sharing:

  • Experience providing peer mentorship or second-level expertise to team members through a Swarming framework.

Requires U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship. You agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.