Production Support Engineering PMTS

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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 seeking a Principal Software Engineer (PMTS) to join the Agentforce Process Intelligence team, building process mining and optimization capabilities within the Agentforce platform. You will act as a technical leader across one or more teams, owning the end-to-end architecture of backend services and full-stack applications that enable enterprise customers to discover, simulate, and optimize their business processes at scale.

This role sits at the intersection of large-scale distributed systems, data-intensive analytics, and cloud platform engineering. You will be a leading technical representative across the application stack, negotiating interfaces with peer teams, driving architectural alignment across the product, and setting the bar for non-functional quality - availability, multi-tenancy, security, and performance across Java and Python application services.

Your Impact

• Drive the architecture, design, implementation, and delivery of secure, highly scalable backend services deployed on Kubernetes in a cellular, multi-AZ cloud architecture, and act as the technical leader for one or more teams..
• Set the long-term technical vision (≈12-18 month horizon) for the Backend / Full-Stack pillar, including the evolution of Java-based application services (Spring Boot, Hibernate 6+, JPA) and companion microservices toward a pooled multi-tenant model with end-to-end tenant isolation..
• Own the architecture for Python-based data processing services and ETL pipelines that feed large-scale data ingestion and transformation, ensuring contracts with the data platform layer are clean and forward-compatible..
• Lead the API strategy powering the pillar's headless architecture: own the design, versioning, deprecation policy, and long-term contract stewardship for public and internal APIs that expose Process Intelligence capabilities to Agentforce agents, Salesforce clouds (Data Cloud, Sales, Service, Field Service), and external customers..
• Architect database consolidation and migration efforts using PostgreSQL, Liquibase, and connection pooling strategies, and validate the technical plans your teams produce against scalability, availability, and tenant-isolation requirements..
• Drive integration with big data query and processing layers (distributed query engines, columnar storage formats) so analytical workloads route correctly and meet SLOs..
• Architect authentication and authorization integrations with identity providers (session-based auth, mTLS for service-to-service communication) and partner with Security on threat modeling, AppSec, and AI safety guardrails for new features..
• Define SLIs and SLOs for the team's features and services in partnership with Product, design rollout strategy and telemetry that spans pre-release / canary / stagger periods, and lead service ownership: on-call rotations, ops and readiness reviews, runbooks, and automation..
• Set test strategy across the pillar - unit, integration, functional, regression, performance - and approve test plans for cross-team initiatives..
• Write architectural documents, design specifications, and test plans for projects that span multiple teams; lead and participate in design reviews; and provide constructive feedback on peer teams' designs..
• Shape the team through reviews and backlog stewardship: coach LMTS and SMTS engineers primarily via design and code reviews, manage the technical backlog so team goals and long-term technical debt are both addressed, and propose standards where they don't yet exist across the organization..
• Raise the technical bar of the pillar and the wider org: serve as a bar-raiser on PMTS/LMTS interview panels, calibrate LMTS to PMTS growth on peer teams, and shape hiring criteria for senior technical roles..
• Represent the team to VP-level engineering leadership, Product, and external stakeholders - clearly and concisely explaining initiatives, high-level architectures, and trade-offs; act as a technical liaison for Customer Trust when needed..
• Champion Customer Trust within the team: reinforce non-functional requirements and engage directly with customers to validate that features solve real problems..
• Act as the senior technical owner for enterprise customer integration engagements - partner with customers, integration partners, and peer cloud teams to unblock complex integrations, ratify integration patterns, and translate customer requirements into forward-compatible API contracts..
• Lead collaborative incident response: facilitate sev-1/sev-2 bridges, drive root-cause analysis and follow-through on corrective actions, and contribute directly to live production issues alongside the on-call engineer when the situation demands it..

Required Qualifications

• 10+ years of professional software development experience, with a proven track record of shipping enterprise SaaS at scale and operating in a Principal-level technical leadership capacity..
• Strong proficiency in Java and Python, with production-level fluency across both in real systems..
• Deep experience with Java backend frameworks: Spring Boot, Hibernate/JPA, Tomcat, and relational database integration (PostgreSQL, MySQL)..
• Architectural expertise in relational databases, data modeling, schema migration tools (Liquibase, Alembic), and query optimization..
• Deep experience with multi-tenant SaaS ecosystems and cloud platform engineering, including tenant-isolation patterns across database, cache, and storage layers..
• Experience designing, operating, and evolving highly available distributed systems on AWS or comparable cloud platforms, with 99.99%+ availability targets..
• Expertise in containerization and orchestration (Kubernetes, Docker) in production environments..
• Expertise in REST API design, service mesh architectures, and mTLS / zero-trust security models..
• Proven experience leading API strategy for a headless / API-first product - public API design, versioning, deprecation, and developer-experience stewardship across consuming teams and external partners..
• Experience with big data technologies: Apache Spark, Trino/Presto, Parquet, Iceberg, or similar columnar/lakehouse formats..
• Demonstrated ability to drive proactive threat modeling and partner with security/compliance on AppSec, vulnerability management, and AI safety considerations for new features..
• Experience with automated testing including unit, integration, and functional testing (JUnit, pytest, Selenium, Playwright), and a track record of defining test strategy for complex, cross-team systems..
• Demonstrated ownership of production incident response at enterprise scale - leading bridges, driving RCA, and translating incidents into durable engineering investments (observability, resilience patterns, rollout safety)..
• Track record of acting as the senior technical contact for enterprise customer integrations - negotiating contracts, unblocking integration engagements, and shaping product direction based on customer signal..
• Proven ability to lead technical initiatives across multiple teams, mentor LMTS/SMTS engineers, and drive architectural alignment across organizational boundaries..
• Exceptional communication skills including the ability to present technical strategy and trade-offs to VP-level engineering leadership, Product, and external customers..
• A related technical degree required..

Preferred Qualifications

• Proficiency with Python backend/data frameworks (SQLAlchemy, FastAPI or Flask) and data processing libraries (PySpark, Pandas)..
• Experience with Redis (caching, pub/sub, session management) and S3-based storage patterns..
• Experience leveraging AI capabilities for SDLC automation - context-aware code generation, code review workflows, automated testing, vulnerability detection and remediation, and/or CI/CD optimization..
• Experience with Agile development methodologies, test-driven development (TDD), and zero-downtime deployment patterns (blue/green, rolling releases)..
• Familiarity with the business process management, process mining, or workflow automation domains..

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 andbe your best, and our AI agents accelerate your impact so you cando 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.

Accommodations

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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: https://www.salesforcebenefits.com.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.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $197,300 - $313,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $237,700 - $344,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.