Senior Technical Support Engineer - Fluent Japanese

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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

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

• Be a Trusted Advisor, sharing best practices 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, escalating to Product Engineering or other teams when necessary.

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

• Explain product features and share best practices 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 project collaboration

• 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

• 5+ years of experience in Technical Support or 3+ years in Tier2/3 Enterprise Support Role or equivalent technical troubleshooting experience

• 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