Principal Software Engineer, Site Reliability (Agentforce Ops)

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 CategorySoftware EngineeringJob DetailsAbout SalesforceSalesforce 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.The ExperienceJoin an agile team with deep startup roots. We operate as a high-velocity 'startup-within-Salesforce,' following our recent acquisition. You'll be managed by the same founders and engineers who built the original company, offering the autonomy of a small team backed by the global scale and trust of Salesforce.We have successfully moved past the "0 to 1" phase. We have a product that works, customers who love it, and the backing of Salesforce. Now, we are entering the "1 to 100" phase: scaling our architecture to handle global demand, hardening our systems for enterprise-grade resilience, and integrating deeply with the Agentforce ecosystem. This is your chance to help lead that transition. What You'll Actually Be DoingAs a Production Support Engineer (PMTS), you will be a senior technical member of staff within our embedded reliability team. You aren't building the foundation alone-you'll work alongside a group of engineers and product owners to ensure the Agentforce Operations platform is the most reliable AI-powered engine in the industry. This is a role for an engineer who loves the "scaling" problem. You will focus on production excellence, performance tuning, and infrastructure automation. Because you are embedded in the product organization, you'll have a seat at the table during design reviews, ensuring that as we add new agentic capabilities, they are built to scale from day one.We want people who have a proven track record of delivering real, measurable outcomes and get excited about the prospect of getting to own and steer the direction of our technical architecture. * Scaling & Reliability: Own the reliability roadmap for major product areas, working to transition our systems from startup-speed architectures to highly-available, global-scale enterprise solutions. * Technical Leadership: As a Principal-level member of technical staff, the team will be expecting you to provide the expert insights to help guide and steer the technical direction of our team. * Mentorship: The LMTS and SMTS members of our team will be looking to provide both formal mentorship via direct engagement as well as informal mentorship via setting a high bar of technical excellence. This is not a role where you will work in a silo - close collaboration amongst the team is required and expected and it will be your job to initiate that. * Infrastructure as Code: Maintain and evolve our automated environments, focusing on making our "infrastructure-as-plugins" model more robust and developer-friendly. * AI Operations (AIOps): Support the scaling of our AI/ML infrastructure, ensuring our models have the GPU resources and data pipelines required to deliver real-time supply chain insights. * Production Excellence: Lead the "1 to 100" hardening of our observability stack. You won't just respond to incidents; you'll build the tooling that prevents them and the telemetry that explains them. * Performance Engineering: Deep-dive into SQL optimization, API latency, and cross-service communication to ensure our data-intensive supply chain platform remains performant under heavy load. * AI-Firs