Senior Software Engineer | DET Support

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Senior Software Engineering

DET Team

Mexico City - Hybrid

Responsible for managing the day-to-day operations, ensuring product administration, platform reliability, and overseeing incident management and resolution processes. You will collaborate closely with engineering, product, and infrastructure teams to ensure the smooth functioning of systems and platforms and provide a high level of operational support to meet business goals.
 

• Own incident resolution processes for L1 and L2 operations, ensuring timely and effective troubleshooting of technical issues.
• Define and implement procedures for handling escalations and high-priority incidents.
• Ensure root cause analysis is conducted for major incidents, and follow up on remediation actions.
• Develop and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for platform performance and product support operations.
• Monitor adherence to SLAs and manage escalations to maintain customer satisfaction.
• Oversee the platform's operational stability and performance, ensuring high availability and scalability.
• Monitor and manage platform performance metrics, proactively addressing any potential issues.
• Ensure comprehensive documentation of operational procedures, troubleshooting guides, and runbooks for the L1/L2 support teams.
• Track and create detailed operational reports and dashboards for tracking system health
• Manage SaaS platform administrations and self-hosted applications in cloud environments like AWS.

• 6+ years of experience in IT
• Strong understanding of IT infrastructure, cloud platforms, and operational best practices.
• Strong experience on Docker, Kubernetes & Helm along with any programming language (Java preferred) experience to support platform KLO & monitoring
• Proven experience with incident management, service management, and driving process improvements.
• Expertise in monitoring tools, automation frameworks, and platform performance optimization.
• Strong understanding of networking fundamentals (TCP/IP, DNS, load balancing, etc) and authentication/authorization mechanisms (OAuth 2.0, SAML, JWT etc)

• Cloud: AWS (EC2, EKS, RDS, S3, Lambda, CloudWatch, VPC, IAM, Route53)
• Containers: Docker, Kubernetes (EKS), Helm, containerd
• Monitoring: Prometheus, Grafana, Datadog, CloudWatch, New Relic, ELK Stack
• CI/CD: Jenkins, GitLab CI, GitHub Actions, ArgoCD, Flux
• Languages: Python,Java, Bash/Shell
• Databases: PostgreSQL, MySQL, Redis,Elastic Search
• Tools: Git, Vault,CyberArk, AWS Secrets Manager, PagerDuty
• IaC: Terraform, CloudFormation, Ansible, Pulumi
• Auth: OAuth 2.0, SAML, JWT, AD, AWS IAM, RBAC

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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