Principal Technical Support Engineer

Salesforce
Tokyo, Osaka, Nagoya, Fukuoka
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["Communication","Troubleshooting","Problem-solving","Leadership","Collaboration"]

Provide top-tier technical support for enterprise customers using Salesforce products and related technologies. Investigate system failures, troubleshoot usage and performance issues, and analyze alerts from proactive monitoring. Lead as a technical driver across services including Agentforce, Data Cloud, and Platform, coordinating escalations and partnering with Customer Success Managers. Serve as a central engineering resource while sharing knowledge and improving team operations and efficiency.

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FursaFursa
Salesforce
Salesforce
1 day ago

Principal Technical Support Engineer

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Provide top-tier technical support for enterprise customers using Salesforce products and related technologies. Investigate system failures, troubleshoot usage and performance issues, and analyze alerts from proactive monitoring. Lead as a technical driver across services including Agentforce, Data Cloud, and Platform, coordinating escalations and partnering with Customer Success Managers. Serve as a central engineering resource while sharing knowledge and improving team operations and efficiency.
Location: Tokyo, Osaka, Nagoya, Fukuoka
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver high-level technical support to large enterprise customers under the Signature Success Plan.
  • •Control customer expectations and manage escalations with internal stakeholders, coordinating with Customer Success when needed.
  • •Investigate customer inquiries and monitoring/alert trends, supporting process optimization based on customer business understanding.
  • •Act as a technical lead and central engineer for key Salesforce services including Agentforce, Data Cloud, Sales Service, Platform, and Industory products.
  • •Improve team operation efficiency and contribute to both personal and team skill growth through ongoing knowledge sharing.

Key Requirements

  • •10+ years of technical support experience with enterprise software/cloud companies.
  • •Strong communication skills to flexibly manage customer expectations and internal escalations.
  • •Ability to systematically investigate issues, troubleshoot, and solve problems.
  • •Deep expertise in one or more areas of web technologies (HTML, CSS, JavaScript, frontend frameworks, APIs) and/or server-side technologies (SQL, Java, application servers, databases).
  • •Team enablement through the ability to develop team members (and contribute to team growth).
Experience:10+ yearsEnterprise softwareCloud
Skills:CommunicationTroubleshootingProblem-solvingLeadershipCollaboration
Certifications:Salesforce Certified Platform AdministratorSalesforce Certified Platform Administrator AdvancedSalesforce Certified Platform App BuilderSalesforce Certified Platform DeveloperSalesforce Certified Platform Developer AdvancedSalesforce Certified Agentforce SpecialistSalesforce Certified JavaScript Developer
Languages:EnglishJapanese
Tech Stack:HTMLCSSJavaScriptAPISQLJavaApplication serversDatabasesAgentforceData CloudSalesforceLightning PlatformProactive MonitoringVisualforceApexLightning Web ComponentsFrontend Framework

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
Glassdoor: 4.1
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