Senior Technical Support Engineer / Core Premier - Fluent Japanese

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Job Category

Customer Success Group

Job Details

We are looking for team players to join our 24/7/265 Global Technical Support team as part of Salesforce Premier Japanese Support team! These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills (fluent writing and speaking Japanese) and have the passion to deliver outstanding support to our customers in Japan (follow-the-sun from North America).

Your Impact - In your role as a Support Engineer, you are the first point of contact for customers experiencing technical challenges and own the complete end-to-end customer experience. You will be:

• Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.

• Providing feature explanation and Salesforce coding best practices.

• Developing and maintaining technical expertise in assigned areas of product functionality.

• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.

• Managing customer expectations and the customer experience to maximize customer

• satisfaction.

• Overseeing and managing the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.

• Creating knowledge base materials dedicated towards operational efficiency while also

• empowering and enabling the greater support community.

• Sharing best practices with team members to enhance the quality and efficiency of customer support.

• Collaborating with all Salesforce teams efforts and ensuring we are a single point of contact for all post-sales support activities.

MINIMUM QUALIFICATIONS & SKILLS::

• Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.

• Fluent proficiency in writing & speaking Japanese

• Full professional proficiency in writing & speaking English

• Experience 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, etc.

• Understanding of SSL, TLS and HTTPS

• Demonstrated skill in Customer Support or Customer Service in a customer-facing role

PREFERRED QUALIFICATIONS:

• Experience with Salesforce, CRM applications or other cloud-based technologies

• Experience working in ReturnPath from Validity

• Clear comprehension of Object-Oriented Programming (OOP)

• Experience with Database concepts, Data management (RDBMS), and SQL

• Experience with developing Applications using SOAP and REST API's

• Experience with recognizing Splunk data sources, general usage of logs for problem solving and analyzing data for anomalies and trends.

• Recommended Salesforce Certifications*:

  • Senior: Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant

  • Principal: Recommended senior certifications + Platform Developer I

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