Senior Software Engineer

Job CategorySoftware EngineeringJob Details**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 EngineeringDET TeamMexico City - Hybrid**Job responsibilities**: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**Qualifications**:- 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)**Technical Stack**:- **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, RBACUnleash Your PotentialAccommodationsPosting StatementSalesforce 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. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.