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About the Role

The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. We are looking for an ambitious team lead to join our Salesforce Nightforce Japan Support team! We are looking for a highly collaborative multilingual person for a swarm lead position needing existing technical support experience and understanding of escalation management in an enterprise cloud-based platform. You must possess excellent analytical and communication skills (fluent writing and speaking Japanese or Korean) and have the passion to deliver outstanding support to our customers in Japan & Korea (follow-the-sun model).

Responsibilities

Monitors incoming cases or swarms to ensure swarm requests are answered in a timely manner.
Taps people within the swarm to assist, assists or networks to help find resources to assist as needed.
Drives collaboration with late-shift engineers, Nightforce teammates or other tech leads to drive best practices and provide urgent support.
Conducts mentoring and best practices sessions with team members.
Identifies opportunities for upskilling and enablement within the team.
Creates knowledge content and fosters a culture of Knowledge sharing on the team.
Engages the right resources and works with duty managers to ensure the correct information is shared with the right members during critical events.
Proactively initiates swarming activities on cases as needed if a case appears to be stuck and in need of movement.
Motivates team and drives efficient resource usage during incidents or urgent case handling.
Owns Cases to maintain technical skills or grow skills into new areas.
Raises Top Case Drivers (TCD) and Enablement gaps to support leadership and Cloud Lead for action.
Collaborates with Frontline Managers to provide feedback on swarm members that may be helpful in manager coaching conversations.
Flexible to work in shifts as per the business requirements.
Collaborating with all Salesforce teams efforts and ensuring we are a single point of contact for all post-sales support activities.

Requirements

Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.
Support Engineers (Senior+) are encouraged to apply.
Relevant cloud certifications in Sales, Service, Platform and Marketing Cloud.
High collaboration, influential, mentoring and customer-focused competencies.
Fluent proficiency in Japanese.
Business level proficiency in reading & speaking English.
Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
Fluent proficiency in writing & speaking Japanese.
Professional proficiency or above in reading & speaking Korean.
Professional proficiency in writing & speaking English.
Technical support experience in a critical environment or Backup Swarm Lead experience.
Additional cloud certifications beyond minimum required.
Trailhead Ranger.
Understanding of standard web technologies. E.g. Managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.
Experience with reading/writing HTML and CSS.
Understanding of Internet technologies: firewalls, web servers, proxy servers, SSL, TSL, HTTPS, CDN etc…

Skills

Technical support
Escalation management
Analytical skills
Communication skills
Japanese
Korean
Collaboration
Mentoring
Customer-focused
HTML
CSS
DNS
DHCP
SSL
TSL
HTTPS
CDN

Location

Japan
Korea

Work Type

Follow-the-sun model
Shifts

Experience Level

Senior+
Technical support experience in a critical environment or Backup Swarm Lead experience

Education Level

Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.
Relevant cloud certifications in Sales, Service, Platform and Marketing Cloud.
Additional cloud certifications beyond minimum required.
Trailhead Ranger.

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.
Here, ambition meets action.
Tech meets trust.
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?
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.
We believe in equality for all.
We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
Workplace discrimination is illegal.
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.
This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
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.
We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme.
We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.
Applicants are welcome to opt-in to the interview scheme as part of the application process.