Technical Support Engineer, MuleSoft

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Job Category

Customer Success Group

Job Details

テクニカルサポートチームのメンバーとして、高い技術力を発揮し、プラットフォームにて生じる複雑な問題の解決をしていただきます。また、カスタマーサポートのスペシャリストとして、お客様が技術的チャレンジを乗り越えるお手伝いをし、お客様を成功に導きます。ハンズオンによるトラブルシューティングや機能に関する説明、ベストプラクティスの案内を行い、開発部門とも連携しながら、お客様を深刻かつタイムクリティカルな状況から救出します。サポートエンジニアは標準のプロセスに従い、お客様に最高の体験を提供します。また、お客様の投資に見合う価値を感じていただく上で大変重要な役割を担います。

Role Responsibilities:

• お客様の問題を解決に導く - トラブルシュート、社内コミュニケーション、お客様への定期的な状況報告
• サードパーティのAPIや他社製品とのシステム連携において発生した問題のトラブルシュート
• 製品機能に関する専門知識の習得と維持向上
• エスカレーションや製品ロードマップ変更、新機能等に関する社内調整および他部門との連携
• 機能の説明ならびに導入のベストプラクティスの提供
• ナレッジベース記事の執筆と開発者コミュニティへの貢献
• 高いレベルの分析、調査、ならびに問題解決
• お客様の期待値を正しく設定し、お客様の体験を良いものにし、お客様の満足度を最大化する
• トレーニングへの積極的な参加
• 問題の調査、記録、優先順位付け、社内ツールやエスカレーションチームの活用、進行の速い環境での時間の有効活用
• 高いプレッシャー下でのマルチタスクと着実な作業

Role Requirements:

• 日本語: 流暢な会話および読み書き
• 英語: ドキュメントの読解、トレーニングの理解、チャットやメールでの社内コミュニケーション
• 豊富な分析、調査、問題解決の能力と経験
• 問題の優先順位付けと効果的なエスカレーションの経験
• オブジェクト指向言語の理解
• 5年以上のテクニカルサポート経験（クラウドやコマースの経験は尚可）
• RESTやSOAPなどウェブベースサービスの理解、WSDLの解釈、生成、並びに利用
• インターネット技術のトラブルシューティング (HTTP, firewalls, web servers, proxy serversなど)
• 勤務時間はビジネス要件に応じて変わる場合があります。時間外のサービス提供のためオンコールシフトに参加いただく可能性があります。

Preferred Requirements:

• 当職と同等の業務経験

• HTTP, HTML, CSS, JavaScript, XML, JSONSの理解と、Java, .NET, または PHPのいずれかでの3年以上のウェブまたはAPIアプリケーションの開発経験

• AJAXウェブアプリケーションのトラブルシュート経験とブラウザの互換性に関する問題の対応経験

• 4年以上の開発経験

• RDBMSおよびSQLの知識と経験

• ログの分析やデバッグの経験

• マルチテナント、グリッド、パラレル、または分散コンピューティングアーキテクチャーの知識

• クラウドベースソリューションの経験（Amazon AWS、Microsoft Azure等）

• Linux / UnixベースOSの経験

• Salesforce CRMの経験

As a member of the Support team, you will demonstrate sophisticated technical expertise to resolve complex platform-related issues affecting customers. As a Customer Support specialist, you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams. The Support Engineer will follow standard support practices and procedures while providing an excellent customer experience. You will play an important role in helping customers to realize the value of their software investment.
Role Responsibilities:

• Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing significant feedback on a regular basis.
• Assist with troubleshooting integrations involving third-party APIs and implementation of other products.
• Developing and maintaining technical expertise in assigned areas of product functionality.
• Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.
• Provide feature explanation and implementation best practices.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Handling customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Demonstrating the ability to research, document, and prioritize customer issues, demonstrating internal tools and escalation teams as necessary, as well as prioritizing and handling time effectively in a fast-paced environment.
• Multitasking and performing effectively under pressure.

Role Requirements:

• Japanese: Excellent written and verbal communication skills
• English: Ability to understand documents and trainings, internal communication over chat and email
• Validated analysis, troubleshooting and problem solving skills.
• Ability to effectively prioritize and escalate customer issues.
• Good background and solid understanding of object-oriented concepts and languages.
• 5+ years of prior experience providing customer-facing Technical Support (cloud-based and commerce products preferred), a help desk environment.
• Solid understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
• Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
• Work hours can change depending on Business requirements. On-call duties may be required for after-hours or weekends.

Preferred Requirements:

• Degree or Relevant Work Experience Preferred
• 5+ years building web-based or API applications with a solid understanding of HTTP, HTML, CSS, JavaScript, XML, JSONS and at least one programming language, such as Java, .NET, or PHP.
• Strong AJAX web application troubleshooting experience and knowledge of browser compatibility issues
• 4+ years engineering/programming work experience.
• Knowledge of database concepts and data management (RDBMS) and SQL.
• Proficient with analyzing log files and standard debugging concepts.
• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
• Experience with Cloud Based Solutions (ie Amazon AWS or Microsoft Azure etc).
• Experience with Linux / Unix based Operating Systems.
• Previous experience with Salesforce.com CRM and its technologies.

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