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About the Role
Salesforce is seeking a Technical Support Engineer with experience in providing world-class technical support to join our team in Tokyo, Japan. This role is crucial for supporting our global team of highly skilled support staff who deal with a wide range of Cloud products.
Responsibilities
- Provide best in class technical support to customers, partners, and internal teams.
- Manage customer issues and escalations within our Salesforce CRM system.
- Manage the technical support lifecycle all the way to successful resolution by analyzing and reproducing problems and managing customer expectations throughout.
- Work with regional partners on proactive support, enablement, and guidance.
- Follow up on actions in a timely manner and with attention to detail.
- Coordinate with other teams to identify, report and speed up resolutions of product defects and anticipate and pre-emptively deflect escalations or at-risk customer situations.
- Handle customer situations with diplomacy, sensitivity, confidentiality, and discretion.
Requirements
- Passionate about delivering the highest quality of customer success.
- A team player who can work both independently and collaboratively.
- An avid learner and adaptable to a fast-changing technical environment.
- Ability to communicate effectively with customers at all levels as well as internal stakeholders.
- A high degree of analytical, troubleshooting, and problem-solving abilities.
- Minimum 5+ years of industry experience in supporting mission-critical software components.
- Exposure to cloud native applications/architecture is a strong plus.
Skills
- Excellent level of Java with demonstrable experience in programming.
- Experience of debugging in Java or another Object-Oriented Programming Language.
- Excellent grasp of relational database management theory and practice – particularly Oracle and MS SQL Server.
- Good experience in Windows and Linux (Red Hat and SuSE) flavours of operating system.
- Good knowledge of Cloud platforms like Azure, AWS or GCP.
- Demonstrable experience with Open API Specification (Swagger), web service frameworks, including REST and SOAP.
- Network troubleshooting is a plus.
- Excellent verbal and written skills in English.
Location
- Tokyo, Japan
Work Type
- Full-time
Experience Level
- 5+ years of industry experience
Education Level
- Bachelor’s degree in a relevant field such as Computer Science, Computational Mathematics, Computer/Software Engineering or equivalent practical experience.
Benefits
- Benefits and resources support you to find balance and be your best.
- AI agents accelerate your impact so you can do your best.
About the Company
- Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
- 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.
- Agentforce is the future of AI, and you are the future of Salesforce.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
- Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
- The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.