Production Support Engineering PMTS

About the role

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Agentforce Process Intelligence team is building process mining and optimization capabilities within the Agentforce platform. We are seeking a Principal Software Engineer (PMTS) to 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.

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.