Senior Technical Support Engineer - Fluent Japanese

Salesforce is the #1 AI CRM, where ambition meets action and innovation drives customer success. They are seeking a Senior Technical Support Engineer to join their support team, focusing on urgent cases and incidents for Signature Success customers, primarily involving Marketing Cloud and Data Cloud products.

Responsibilities:

• Troubleshoot and assist customers with challenges related to Marketing Cloud, Data Cloud, and custom implementations
• Be a Trusted Advisor, sharing best practices for enterprise architecture functions like Security, Performance, Development, Release Management, and Application Governance
• Resolve complex and high-priority issues with exposure across all product areas
• Research, document, and prioritize customer issues, escalating to Product Engineering or other teams when necessary
• Demonstrate analytical and problem-solving skills to provide effective solutions
• Explain product features and share best practices to improve the customer experience
• Manage customer expectations to ensure high satisfaction
• Participate in training and maintain up-to-date technical skills
• Adapt to a fast-paced environment with shifting priorities and work effectively under pressure
• Participate in team activities such as meetings, trainings, and project collaboration
• Create and share knowledge content to improve team expertise
• Mentor team members through the Swarming framework
• Participate in weekend and holiday on-call rotations as needed

Requirements:

• Fluent in Japanese and business-level English
• 5+ years of experience in Technical Support or 3+ years in Tier2/3 Enterprise Support Role or equivalent technical troubleshooting experience
• Strong written and verbal communication skills
• Experience with Databases, RDBMS, and SQL
• Understanding of internet technologies (e.g., firewalls, web servers)
• Familiarity with HTML, APEX, JavaScript, Java, C++
• Experience working with different internet browsers (e.g., Chrome, Safari)
• Experience in customer-facing roles with proven troubleshooting skills
• Knowledge of both front-end (JavaScript, AJAX, HTML, CSS) and back-end development (Java, .Net, SQL)
• Experience with integration technologies (e.g., data replication, Computer Telephony Integration)
• Salesforce Administrator Certification
• Experience in Salesforce Marketing Cloud
• Korean language skill is a bonus
• Salesforce Certifications: Marketing Cloud related, Data Cloud Related, Admin
• Experience with Marketing Cloud email technology, Salesforce CRM applications, Data Cloud technologies or similar cloud technologies
• Understanding of Service Cloud products (e.g., Case Management, Omnichannel Routing, Swarming)
• Knowledge of VisualForce, Apex, and Lightning