Salesforce

2 weeks ago

Senior Technical Support Engineer (Industry Cloud)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Provide technical support for Salesforce Industry Cloud, helping customers troubleshoot standard capabilities and Industry Cloud-specific functionality. Serve as a technical lead by reviewing cases, handling complex escalations, mentoring team members, and creating/maintaining knowledge articles. Manage customer expectations to maximize satisfaction, collaborate with global support and development teams, and improve support quality and efficiency using Agentforce and AI tools.

Location: Tokyo

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Support customers with troubleshooting for Salesforce standard features and customer customization items, including Industry Cloud-specific functionality.
•Develop and maintain technical expertise in assigned product areas and provide advanced analysis for troubleshooting and issue resolution.
•Maximize customer satisfaction by managing customer expectations and customer experience.
•Collaborate with global support and development teams; investigate, record, prioritize issues, and manage time effectively in fast-paced release environments.
•Lead complex escalation cases, mentor team members, and create and maintain knowledge articles while using Agentforce and AI tools to improve support quality and efficiency.

Key Requirements

•Excellent communication skills (written and verbal).
•Understanding of troubleshooting concepts.
•A customer-focused mindset to solve customer problems in any situation.
•3+ years of technical support experience with Salesforce or similar SaaS products OR 2+ years of developer-focused technical support OR 3+ years of development experience with Salesforce or similar products.
•Ability to provide technical guidance/mentoring and lead complex escalation cases.

Experience:3+ yearsSaaSSalesforceIndustry Cloud

Skills:CommunicationTroubleshootingProblem-solvingTime managementMentoring

Certifications:Salesforce 認定 Omnistudio デベロッパーSalesforce 認定 Data 360 コンサルタントSalesforce 認定 Agentforce スペシャリストSalesforce 認定 Platform アドミニストレーターSalesforce 認定 Platform アドミニストレーター上級Salesforce 認定 Platform アプリケーションビルダーSalesforce 認定 Sales Cloud コンサルタントSalesforce 認定 Service Cloud コンサルタントSalesforce 認定 Platform デベロッパーSalesforce 認定 Platform デベロッパー上級

Languages:EnglishKorean

Tech Stack:Salesforce Industry CloudAgentforceAI toolsREST APISOAP APISalesforce FlowApexVisualforceLWCOmniStudioFlexCardsOmniScriptDataRaptor

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

2 weeks ago

Senior Technical Support Engineer (Industry Cloud)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Location: Tokyo

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Support customers with troubleshooting for Salesforce standard features and customer customization items, including Industry Cloud-specific functionality.
•Develop and maintain technical expertise in assigned product areas and provide advanced analysis for troubleshooting and issue resolution.
•Maximize customer satisfaction by managing customer expectations and customer experience.
•Collaborate with global support and development teams; investigate, record, prioritize issues, and manage time effectively in fast-paced release environments.
•Lead complex escalation cases, mentor team members, and create and maintain knowledge articles while using Agentforce and AI tools to improve support quality and efficiency.

Key Requirements

•Excellent communication skills (written and verbal).
•Understanding of troubleshooting concepts.
•A customer-focused mindset to solve customer problems in any situation.
•3+ years of technical support experience with Salesforce or similar SaaS products OR 2+ years of developer-focused technical support OR 3+ years of development experience with Salesforce or similar products.
•Ability to provide technical guidance/mentoring and lead complex escalation cases.

Experience:3+ yearsSaaSSalesforceIndustry Cloud

Skills:CommunicationTroubleshootingProblem-solvingTime managementMentoring

Languages:EnglishKorean

Tech Stack:Salesforce Industry CloudAgentforceAI toolsREST APISOAP APISalesforce FlowApexVisualforceLWCOmniStudioFlexCardsOmniScriptDataRaptor

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