Senior Technical Support Engineer, Service Cloud
Description For Senior Technical Support Engineer, Service Cloud
Salesforce is seeking a Senior Technical Support Engineer for their Service Cloud team in Tokyo. This role combines technical expertise with customer service excellence to support Salesforce's enterprise clients. The position requires a strong technical background in cloud technologies, databases, and web development, along with the ability to communicate effectively in both Japanese and English.
The ideal candidate will serve as a technical support specialist, helping customers overcome technical challenges and achieve success with Salesforce products. They will be responsible for investigating and resolving complex technical issues, managing customer expectations, and maintaining high customer satisfaction levels.
Key aspects of the role include performing sophisticated troubleshooting, creating technical documentation, and collaborating with global support teams. The position requires expertise in various technologies including SQL, JavaScript, HTML/CSS, and understanding of cloud architectures. Knowledge of Salesforce's CRM platform and certifications are highly valued.
The role offers an opportunity to work with cutting-edge technology while developing expertise in cloud computing, AI, and enterprise software. You'll be part of a global team that's dedicated to customer success and technical excellence. The position requires flexibility with working hours to support business needs and may include shift work for service coverage.
This is an excellent opportunity for a technically skilled professional who enjoys problem-solving and customer interaction to join a leading global technology company. The role provides exposure to various aspects of enterprise software, from database management to AI implementation, while working with a diverse international team.
Responsibilities For Senior Technical Support Engineer, Service Cloud
- Establish and maintain technical expertise in product features for assigned areas
- Perform excellent analysis, troubleshooting, and problem-solving
- Maximize customer satisfaction through managing customer expectations and experiences
- Provide and actively participate in work-related training opportunities
- Demonstrate ability to effectively investigate, document, and prioritize customer issues
- Perform multitasking and efficient work execution under pressure
- Collaborate with global support/development teams
- Create and manage knowledge documentation
Requirements For Senior Technical Support Engineer, Service Cloud
- Bachelor's degree or equivalent work experience
- Fluent Japanese (speaking, reading, writing) and English (reading and writing required, speaking preferred)
- 3+ years of engineering, programming, or technical support experience
- Experience in problem prioritization and effective escalation
- Understanding of Internet technologies: firewalls, web servers, proxy servers
- Knowledge of database concepts, data management (RDBMS) and SQL
- Experience with HTML and CSS implementation
- Development experience with scripting languages (JavaScript, jQuery)
- Knowledge of XML and server-to-server web services (SOAP)
- Understanding of object-oriented design and core programming concepts
- Experience with log analysis and debugging
- Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
- Knowledge of machine learning and generative AI
- Experience with cloud-based solutions (Amazon AWS, Microsoft Azure)
