Slack Proactive Monitoring Engineer

As a Slack Proactive Monitoring (ProM) Engineer , you will operate at the intersection of platform engineering, site reliability, and strategic customer success. You are a highly technical, customer‑centric specialist dedicated to safeguarding the health and performance of Slack’s largest and most complex global enterprise deployments (Enterprise Grid). Rather than waiting for customers to report problems, you will continuously monitor Slack workspace metrics, performance thresholds, API integrations, enterprise security events, and custom app behavior. You will proactively detect anomalies, triage system exceptions, and orchestrate rapid mitigation steps—frequently initiating preemptive customer outreach before their internal users even experience a slowdown. Key Responsibilities Continuously monitor dashboards, alerting systems, and telemetry data (error rates, latency spikes, API failures, deployment anomalies) for early signals of degradation. Triage and correlate alerts from multiple sources (Splunk, internal tools, etc) to identify patterns before customers report issues. Actively monitor Slack platform health dashboards, network latency signals, message delivery queues, and database capacities for high‑frequency workspaces. Monitor critical custom automations, Slack Workflow Builder runs, Enterprise Key Management (EKM) operations, and Identity Provider (IDP) authentication syncs. Identify customers potentially affected by degraded service conditions and coordinate proactive outreach with Customer Success and Support teams. Partner with the Incident Management team to elevate signals that meet incident‑threshold criteria. Technical Advisory: Partner with Customer Success Managers and Success Architects to deliver annual technical health check reviews, assessing platform metrics, configuration limits, and custom integration health. Perform root cause analysis (RCA) on proactively detected issues, documenting findings in internal case and incident management systems. Work closely with Engineering and SRE teams to drive rapid remediation of identified issues. Intervene in low‑risk system exceptions (e.g., advising clients on misconfigured Slack Webhooks, API rate limit exhaustion, or broken Salesforce-Slack app connections) before they trigger widespread downtime. Build and maintain Slack‑based automations and workflows to streamline proactive monitoring operations. Requirements 2+ years of experience in technical support, site reliability engineering, or a related operations role. Hands‑on experience with observability and monitoring tools (e.g., Grafana, Splunk, Datadog, PagerDuty, or equivalent). Strong understanding of cloud‑based SaaS architecture, APIs, and common failure modes. Proficiency in reading and analyzing logs, metrics, and traces. Excellent written and verbal communication skills; ability to clearly convey technical findings to both technical and non‑technical audiences. Demonstrated ability to leverage modern AI tools to optimize workflows, conduct research, and enhance daily productivity. Preferred Requirements Experience working with Slack platform (Slack API, Slack workflows, Bolt framework). Familiarity with Salesforce Service Cloud / OrgCS case management. Experience in a customer‑facing support engineering or reliability role at a SaaS company. ITIL, SRE, or similar certification. In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: Unleash Your Potential When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. At Salesforce, we strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodation Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Equal Opportunity Statement. Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal . 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The typical base salary range for this position is $75,000 - $113,500 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. We can't wait to meet you! #J-18808-Ljbffr