Principal Technical Support Engineer(signature)

Salesforce
Tokyo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["Customer satisfaction","Communication","Escalation management","Troubleshooting","Leadership"]

Provide high-level technical support for enterprise customers subscribed to the Signature Success Plan, leading investigation and resolution of system issues, performance problems, and alerts detected through proactive monitoring. Support customers through calls and internet inquiries, control escalations, optimize processing based on customer inquiry and monitoring trends, and partner with Customer Success Managers and engineering teams for major incidents and deeper troubleshooting. Serve as the technical lead across services including Agentforce, Data Cloud, Sales, Service, Platform, Industory, and proactive monitoring.

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FursaFursa
Salesforce
Salesforce
14 hours ago

Principal Technical Support Engineer(signature)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Provide high-level technical support for enterprise customers subscribed to the Signature Success Plan, leading investigation and resolution of system issues, performance problems, and alerts detected through proactive monitoring. Support customers through calls and internet inquiries, control escalations, optimize processing based on customer inquiry and monitoring trends, and partner with Customer Success Managers and engineering teams for major incidents and deeper troubleshooting. Serve as the technical lead across services including Agentforce, Data Cloud, Sales, Service, Platform, Industory, and proactive monitoring.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide high-level technical support to large customers under the Signature Success Plan.
  • •Handle customer inquiries and monitoring/alert detection trends, and support processing optimization based on understanding of customer operations.
  • •Lead investigation and resolution of system failures, technical details for usage questions, performance issue support, and alert root cause analysis.
  • •Coordinate with Customer Success Managers during major incidents and escalate to engineering teams when deeper investigation is required.
  • •Demonstrate technical lead leadership, continuously learn evolving Salesforce products and technologies, and contribute to team growth and operation efficiency.

Key Requirements

  • •10+ years of technical support experience at an enterprise software/cloud company, with strong customer satisfaction focus.
  • •Ability to communicate appropriately and flexibly with customers and internal stakeholders; control escalations.
  • •Strong ability to perform systematic technical investigations, troubleshooting, and problem resolution.
  • •Deep knowledge in one or more areas: web technologies (HTML, CSS, JavaScript, frontend frameworks, APIs) and/or server-side technologies (SQL, Java/object-oriented languages, application servers, databases).
  • •English reading/writing/listening skills (conversation is a plus) and ability to learn Salesforce products and adjacent technologies while sharing skills with the team.
Experience:10+ yearsEnterprise softwareCloudSalesforce
Skills:Customer satisfactionCommunicationEscalation managementTroubleshootingLeadership
Certifications: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 Platform デベロッパーSalesforce 認定 Platform デベロッパー 上級Salesforce 認定 Agentforce スペシャリストSalesforce 認定 JavaScript デベロッパー
Languages:English
Tech Stack:HTMLCSSJavaScriptJavaSQLAPIFrontend frameworksDatabaseApplication serverAgentforceData CloudSalesforceLightning PlatformProactive MonitoringIndustoryVisualforceApexLightning 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
Glassdoor: 4.1
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