Principal Operations Engineer, Salesforce

• 12+ years of experience in engineering, operations engineering, SRE, or related roles
• Proven track record of automating complex operational workflows and improving reliability and operational maturity at scale
• Deep expertise in incident management systems, observability (metrics, logging, tracing), and distributed systems and microservices
• Strong experience with automation frameworks, scripting, Infrastructure as Code, and modern DevOps practices
• Experience operating high-availability, customer-facing systems in enterprise environments
• Strong written and verbal communication skills with the ability to influence senior engineering leaders and drive outcomes across teams without formal authority
• A related technical degree required

Desirable

• As a Principal Operations Engineer focused on Operational Excellence, you'll be one of the founding technical leaders of this team — defining how DET detects, responds to, and prevents issues while eliminating toil and raising the reliability bar for critical, customer-facing systems
• This is a high-visibility, high-impact role for someone who wants to shape not just what gets built, but how an organization operates
• Automation & Operational Engineering:
• Lead the design and implementation of automation-first operations, eliminating manual workflows across incident management, alerting, escalation, runbooks, and day-to-day operational processes
• Build and scale alert-to-incident automation pipelines to accelerate detection and response times
• Identify and prioritize high-impact toil reduction opportunities across the ecosystem
• Drive adoption of self-healing systems and automated remediation patterns
• Provide Tier 2+ advanced application support for complex production issues and lead deep-dive investigations into system failures
• Drive a culture of automation-first thinking, ownership, accountability, and continuous improvement
• Incident, Reliability & Operational Excellence:
• Lead the evolution from reactive incident response to proactive reliability engineering, improving MTTD, MTTR, and the percentage of incidents detected automatically
• Serve as a key technical leader in incident management, escalation strategy, and post-incident analysis
• Establish and enforce SLI, SLA, and SLO frameworks across critical Tier-1 services
• Drive deep understanding of system dependencies and failure modes
• Customer-Centric Operations:
• Architect operational strategies with a focus on customer intent, experience, and outcomes
• Identify and prioritize critical user journeys, ensuring they are observable, reliable, and performant
• Align operational priorities with business impact
• Operational Strategy & Roadmap:
• Partner with stakeholders to define and execute quarterly and annual operational roadmaps (OKRs)
• Translate business needs into scalable operational capabilities, balancing reliability, speed, and cost efficiency