Principal Incident Command Engineer

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Job Category

Software Engineering

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce’s Centralized Incident Response Team is an expert group of technical incident management engineers whose primary responsibility is ensuring the rapid mitigation of any severe events undermining the success of Salesforce’s customers and partners. We prioritize availability above all else and participate in a closed loop wherein insights are continuously evaluated as opportunities for improving how we prepare for, respond to, and learn from incidents. In service of these goals, we operate a centralized capability with maximum efficiency and are actively searching for strong engineers to join our Salesforce team!

As an Incident Management Engineer at Salesforce, you will lead technical response efforts during the most critical impacts on customer availability. Your responsibilities will include incident command, investigation response, and layers of triage and diagnostics. This spans an array of domains and infrastructure and involves partnering with the entire technology organization to drive action and rapid mitigation. An Incident Management Engineer is passionate about resolving technical problems as sophisticated as they are unique. This engineer possesses an iterative approach and leaves every response ready to analyze the entire effort, clearly communicating any opportunities, including with their own performance. Technical competence is desired for this role, but the position requires that individuals demonstrate mastery of streamlined, persistent, and controlled incident command.

Key Responsibilities:

• Provide experienced execution of the incident command process, including running and handling high-severity incident bridges and driving transparent communication that promotes maximum levels of internal and external customer satisfaction
• Collaborate with an array of technical stakeholders and executives to drive resolution during incidents and improve overall response for future incidents and technical escalations
• Utilize top-notch troubleshooting techniques to identify, organize, and advocate for novel solutions to remediate customer impact on complex interconnected systems
• Participate in a closed-loop post-incident learning process driving insights and meaningful action
• Iterative improvements in response through consistent drills, tabletops, and game-day exercises
• Push the boundaries of innovation in incident management to deliver best-in-class incident response

Required Skills/Experience

• 5+ years of technical experience in a large enterprise or SaaS environment, handling highly complex issues at scale
• 3+ years managing, coordinating, and ensuring resolution of major incidents
• 3+ years Site Reliability Engineering or equivalent Production Engineering function
• Customer-centric attitude with a focus on providing best-in-class incident response for customers and stakeholders
• Passion for consistently responding to and leading complex incidents in a 24x7x365 environment utilizing a globalized follow-the-sun model.
• Enthusiasm for incident management theory and frameworks (ICS/NIMS etc.)
• Unparalleled troubleshooting and problem-solving skills
• Expertise in managing enterprise-level escalations with a high degree of executive visibility and scrutiny including managing, prioritizing, and delegating multiple escalations and workstreams at once
• Demonstrate strong leadership skills during periods of significant business impact, remaining calm and professional during high-pressure situations
• A strong desire to drive customer success with partner teams and management on high-profile issues critical to the long-term success of the business
• Outstanding verbal and written communication skills with the ability to convey information in a meaningful way to both engineers and executive-level management, during and outside of incidents
• Adaptable to a wide variety of technologies and capable of incident response and troubleshooting activities in complex interconnected environments
• A strong background in cloud architectures, understanding of fundamental network technologies like DNS, Load Balancing, SSL, TCP/IP, SQL, HTTP
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required

Desired Skills/Experience

• 5+ years of broad engineering experience in highly complex distributed systems
• Experience with Amazon Web Services (AWS), containerized applications, microservices such as Kubernetes,log parsing/analysis such as Splunk an Oracle SQL.
• Prior experience creating/utilizing dashboards such as Grafana
• Experience taking part in blameless retrospectives, learning from incidents, and conducting post-incident investigations, including incident analysis as well as performance evaluations of responders
• Knowledge of the Salesforce platform

Benefits & Perks

Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

Salesforce Information

Check out our Salesforce Engineering Site.

*IN SCHOOL OR GRADUATED WITHIN THE LAST 12 MONTHS? PLEASE VISIT FUTURE FORCE FOR OPPORTUNITIES*

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $204,400 to $296,400.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.