Description
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 front-end (JavaScript, AJAX, HTML, CSS) and back-end development (Java, .Net, SQL).
Experience with integration technologies (e.g., data replication, Computer Telephony Integration).
Salesforce Administrator Certification.
Experience in Salesforce Marketing Cloud.
Desired Qualifications:
Korean language skill is a bonus.
Salesforce Certifications: Marketing Cloud related, Data Cloud Related, Admin
Experience with Marketing Cloud email technology, Salesforce CRM applications, Data Cloud technologies or similar cloud technologies
Understanding of Service Cloud products (e.g., Case Management, Omnichannel Routing, Swarming)
Knowledge of VisualForce, Apex, and Lightning
Work Environment:
Working within a follow-the-sun model receiving handover from Japan Korean hours to provide top-quality support for urgent cases, escalations, and high-impact incidents for Signature Success customers.
Primary work hours of “21:00 - 6:00” or “24:00 - 9:00” JST
Flexible shifts may be required based on business needs (AMER ET OR PT hours)
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.