Salesforce

1 day ago

Sr Manager, Technical Support Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead the Signature Support team responsible for delivering high-quality paid technical support services in Japan. You’ll manage and optimize team operations, handle complex escalations, and drive initiatives to improve service effectiveness and customer outcomes. Partner with engineering and business teams, assess customer inquiries to identify root issues, and communicate solution details via documentation and presentations while coaching team members and managing performance metrics.

Location: Tokyo

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Operate and manage the team providing high-level technical support to large customers.
•Identify essential issues from customer inquiry content and determine the validity of measures to resolve them.
•Manage customer inquiries and control expectations and escalations from customers and internal stakeholders.
•Promote team member growth through regular 1:1 meetings and coaching, including performance evaluation and service-related metric management.
•Optimize team operations and develop/execute appropriate staffing expansion plans as the business grows, including handling escalations from off-days shift staff.

Key Requirements

•Show strong drive to achieve high customer satisfaction and provide appropriate, flexible communication to customers.
•Demonstrate strong organizational problem-solving ability, adaptability, fast learning, and the ability to respond flexibly to changing situations.
•Have skills in quantitative management and analysis, and be able to create and manage materials to explain services to customers.
•Read, write, and communicate in English.
•Possess deep knowledge and/or practical experience in areas such as web technologies (HTML, CSS, JavaScript, APIs, web frameworks) and/or server-side technologies (SQL, Java, OOP languages, application servers, databases), plus experience with databases/relational structures, large-scale data/multi-tenant environments, API-based programming/software development, software lifecycle, and/or Salesforce operations/development.

Skills:Customer satisfaction focusCommunicationProblem-solvingAdaptabilityAnalytical thinking

Certifications:Salesforce 認定アドミニストレーターSalesforce 認定上級アドミニストレーターSalesforce 認定 Platform アプリケーションビルダーSalesforce 認定 Platform デベロッパーSalesforce 認定上級 Platform デベロッパーSalesforce 認定 Marketing Cloud アドミニストレーターSalesforce 認定 Marketing Cloud メールスペシャリストSalesforce 認定 Marketing Cloud コンサルタントSalesforce 認定 Marketing Cloud デベロッパー

Languages:English日本語

Tech Stack:HTMLCSSJavaScriptAPIWeb FrameworkSQLJavaObject-orientedApplication serverDatabaseSalesforceLightning PlatformVisualforceApexLightning Web Components

Company Brief

Salesforce

Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1999

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Salesforce

1 day ago

Sr Manager, Technical Support Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Tokyo

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Operate and manage the team providing high-level technical support to large customers.
•Identify essential issues from customer inquiry content and determine the validity of measures to resolve them.
•Manage customer inquiries and control expectations and escalations from customers and internal stakeholders.
•Promote team member growth through regular 1:1 meetings and coaching, including performance evaluation and service-related metric management.
•Optimize team operations and develop/execute appropriate staffing expansion plans as the business grows, including handling escalations from off-days shift staff.

Key Requirements

•Show strong drive to achieve high customer satisfaction and provide appropriate, flexible communication to customers.
•Demonstrate strong organizational problem-solving ability, adaptability, fast learning, and the ability to respond flexibly to changing situations.
•Have skills in quantitative management and analysis, and be able to create and manage materials to explain services to customers.
•Read, write, and communicate in English.
•Possess deep knowledge and/or practical experience in areas such as web technologies (HTML, CSS, JavaScript, APIs, web frameworks) and/or server-side technologies (SQL, Java, OOP languages, application servers, databases), plus experience with databases/relational structures, large-scale data/multi-tenant environments, API-based programming/software development, software lifecycle, and/or Salesforce operations/development.

Skills:Customer satisfaction focusCommunicationProblem-solvingAdaptabilityAnalytical thinking

Languages:English日本語

Tech Stack:HTMLCSSJavaScriptAPIWeb FrameworkSQLJavaObject-orientedApplication serverDatabaseSalesforceLightning PlatformVisualforceApexLightning Web Components

Company Brief

Salesforce

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1999

Glassdoor: 4.1

Website LinkedIn Glassdoor