Senior Technical Support Engineer - Fluent Japanese

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Job Category
Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We are looking for an ambitious teammate to join our support team as part of Nightforce Japan! This role is for individuals who are motivated, self-directed, and eager to work on the #1 cloud-based platform. As part of the Nightforce Japan team, you will work in a follow-the-sun model, focusing on urgent cases, escalations, and incidents for our Signature Success customers. You will support Marketing Cloud and Data Cloud products, making this an excellent opportunity to master Salesforce and achieve your career goals. You must possess excellent analytical and communication skills (fluent in Japanese and business-level English is required; Korean is a bonus). Our global support environment is customer-focused, fast-paced, and provides 24/7/365 technical support.

Your Impact - Responsibilities: In your role as a Senior Technical Support Engineer, you are the first point of contact for Signature Success customers experiencing technical challenges. Job responsibilities include but are not limited to:

• 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.

Minimum Qualifications:

• 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.

Desired Qualifications:

• 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

Work Environment:

• Working within a follow-the-sun model receiving handover from Japan Korean hours to provide top-quality support for urgent cases, escalations, and high-impact incidents for Signature Success customers.
• Primary work hours of "21:00 - 6:00" or "24:00 - 9:00" JST
• Flexible shifts may be required based on business needs (AMER ET OR PT hours)

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $109,300 - $150,300 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $163,500 annually.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.