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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are looking for an ambitious teammate to join our support team as part of Nightforce JP! 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 JP team, you will work in a follow-the-sun model, focusing on urgent cases, critical issues, 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:

• Solve and assist customers with challenges related to Marketing Cloud, Data Cloud, and custom implementations.

• Be a Trusted Advisor, sharing standard processes 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, bringing up to Product Engineering or other teams when necessary.

• Demonstrate analytical and problem-solving skills to provide effective solutions.

• Explain product features and share standard processes 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 collaboration on cases.

• 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

• 3+ years of experience in Technical Support or 1+ years in development.

• 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:

• Nightforce JP Team: Working within a follow-the-sun model receiving handover from Japan Korean hours to provide top-quality support for urgent cases, critical issues, and high-impact incidents for Signature Success customers.

Flexible shifts may be required based on business needs (AMER ET OR PT hours)

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $105,600 to $145,200.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.