Production Support Engineer - Hyperforce on Alibaba Cloud

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Software Engineering Job 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.

Salesforce is partnering with Alibaba Cloud to offer its core products in China, helping support existing multinational customers who want to expand their presence in the Greater China Region (GCR) and need Salesforce to run in China to meet the China regulatory guidance. The Hyperforce on Alibaba Cloud Production Support Engineering team is an Organization within Security Engineering, with an exciting mission to bootstrap adoption of the industry’s leading-edge SRE principles and best practices at Salesforce. We are looking for experienced Software Engineers/DevOps Engineers with a strong automation mindset , a proven track record of delivering automation solutions with hands-on experience troubleshooting Infrastructure and Java applications to join this growing team. Working closely with counterparts in the Infrastructure and Engineering organizations, this Hyperforce on Alibaba Cloud Production Support Engineering group owns the reliable delivery of service to Salesforce engineering teams and customers running on Alibaba cloud infrastructure. This organization provides round-the-clock, follow-the-sun situational awareness and leadership in the swift resolution of any service-impacting issues, driving customer success. As a member of the team, you will be responsible for detecting, investigating and resolving system failures and complex outages across infrastructure and java applications, including creation of the observability tooling necessary for your success. This objective is met by monitoring the services, reacting to problems, proactively addressing issues before they affect performance or availability, and working with Engineering teams to define service level objectives and improving service design and implementation to increase reliability through closed-loop feedback. This engineer should be comfortable working through ambiguity, coordinating with multiple engineering teams. Hyperforce on Alibaba Production Support Engineer focuses more on proactive automation , and targets 50%+ time spent on improving service design for reliability, extending monitoring and operational automation, driving self-healing and resiliency initiatives and game day exercises. The incumbent in this role would demonstrate a strong focus on tactical operations, as well as large-scale production engineering and orchestration. Core Competencies focus on technical troubleshooting and investigation, where engineers serve as experts leading the resolution of complex customer issues and production trends. The role involves bridging gaps by acting as a facilitator between development, infrastructure, and support teams to eliminate finger-pointing during cross-product incidents and drive progress. Furthermore, the team champions customer advocacy by being the voice of the customer within Engineering, influencing bug prioritization and service design based on real-world impact. Finally, a commitment to operational excellence ensures the delivery of comprehensive production health checks and training programs to improve the supportability and reliability of Salesforce products. The successful candidate will