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