The Signature Success Plan is a support plan for customers and partners using Salesforce products in critical enterprise systems, offering advanced technical support, proactive services, and a Customer Success Manager. The Signature Support Service team investigates system failures, confirms technical details, assists with performance issues, and investigates alerts. They collaborate with Customer Success Managers for major outages and escalate to development when needed. Engineers need expertise in web or server-side technologies to quickly resolve issues for top-tier clients. This role requires a technical lead who fosters continuous learning and skill enhancement within the team.

Must Have

• Provide high-level technical support to large-scale customers
• Manage customer expectations and escalations from internal stakeholders
• Support process optimization by understanding customer inquiries, monitoring trends, and customer operations
• Contribute to team growth, not just personal growth
• Improve team operational efficiency
• 10+ years of technical support experience in Enterprise Software / Cloud Company
• High motivation for customer satisfaction
• Appropriate and flexible communication skills
• Strong technical investigation, troubleshooting, and problem-solving abilities
• Ability to cooperate across departments and positions
• English reading, writing, and listening skills
• Ability to perform tasks proactively and independently
• Deep knowledge in Web or Server-side technologies
• Practical experience in database management, large data processing, API programming, SDLC, or Salesforce operation/development
• Ability to train team members

Good to Have

• High English proficiency (including conversation)
• Technical experience with Salesforce CRM, Lightning Platform, and related technologies
• Technical knowledge and experience to understand Salesforce applications and solutions
• Visualforce and Apex development experience
• Lightning Web Components development experience
• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Platform App Builder
• Salesforce Certified Platform Developer (formerly DEV401)
• Salesforce Certified Advanced Platform Developer (formerly DEV501)

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.

Details

The Signature Success Plan is a Success (Support) plan designed for customers and partners using Salesforce products and services in critical enterprise systems, consisting of support services, proactive services, and a Customer Success Manager. The Signature Support Service team provides advanced technical support and proactive services. They investigate system failures, confirm technical details regarding usage, provide technical assistance for performance issues, and investigate the root causes of alerts detected by proactive services, responding to inquiries via phone or internet. In the event of a major outage, they collaborate with Customer Success Managers to assist customers in resolving issues. If detailed investigation is required, they escalate to the development department and work with them to resolve the problem.

Signature Support Engineers are required to have expertise in one or more technical areas, from web technologies (HTML, CSS, JavaScript, API, etc.) to server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.), to quickly resolve problems and failures that occur in the daily use of various Salesforce services by customers who have contracted the highest-level Signature Success Plan.

This position requires a technical lead who can demonstrate leadership and act as a central engineer in a team that continuously learns evolving Salesforce products and their surrounding technologies and shares knowledge among team members to enhance skills.

Responsibilities

• Provide high-level technical support to large-scale customers.
• Manage customer expectations and escalations from internal stakeholders.
• Support process optimization by understanding customer inquiries, monitoring and detection trends, and customer operations.
• Contribute to team growth, not just personal growth.
• Improve team operational efficiency.

Work Style

• Shift work within 8:00-21:00 on weekdays (9-hour shift with 1-hour break, flexible work on non-shift business days).
• Holiday shift work available (on-call work at night). *Compensatory leave will be granted for holiday shifts.
• Remote possible (may change to a few days/week at a nearby office in the future).

Required Skills/Experience

• High motivation to achieve high customer satisfaction.
• 10+ years of technical support experience in Enterprise Software / Cloud Company.
• Appropriate and flexible communication skills with customers.
• Strong orientation and ability to conduct technical investigations, troubleshooting, and problem-solving systematically.
• Attitude and ability to cooperate across departments and positions.
• English reading, writing, and listening skills (conversational ability is a plus).
• Ability to maintain high motivation and perform tasks proactively and independently.
• Deep knowledge in one or more of the following:
• Web technologies (HTML, CSS, JavaScript, front-end frameworks, API, etc.)
• Server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.)
• Practical experience in one or more of the following:
• Database and relational data structure management/problem solving.
• Large data processing and multi-tenant environment management/problem solving.
• Programming or software development using APIs.
• Software development lifecycle.
• Salesforce operation/development.
• Ability to train team members.

Desired Skills/Experience

• High English proficiency (including conversation).
• Technical experience with Salesforce CRM, Lightning Platform, and related technologies.
• Technical knowledge and experience to understand Salesforce applications and solutions.
• Visualforce and Apex development experience.
• Lightning Web Components development experience.
• Certified in one of the following:
• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Platform App Builder
• Salesforce Certified Platform Developer (formerly DEV401)
• Salesforce Certified Advanced Platform Developer (formerly DEV501)