Principal Technical Support Engineer, Signature Success

1 Month ago • All levels • Software Development & Engineering

Job Summary

Job Description

Salesforce is seeking a Principal Technical Support Engineer for its Signature Success team. This role provides advanced technical support and proactive services to enterprise customers using Salesforce products. Responsibilities include diagnosing system issues, providing technical details, assisting with performance problems, investigating alerts, and collaborating with Customer Success Managers and development teams for critical issues. The engineer will work with web technologies (HTML, CSS, JavaScript, APIs) and server-side technologies (SQL, Java, application servers, databases). The position requires continuous learning and knowledge sharing within the team. The role involves offering high-level technical support to major clients, managing customer expectations, analyzing trends, and optimizing processes. It also includes contributing to team growth and operational efficiency.
Must have:
  • Eagerness for high customer satisfaction
  • Effective and flexible customer communication
  • Strong technical investigation and problem-solving
  • Collaborative attitude across departments
  • English reading and writing proficiency
  • Self-motivated and independent work ability
  • Deep knowledge in Web technologies or Server-side technologies
  • Practical experience in database management or API programming
Good to have:
  • Advanced English communication skills
  • 2+ years of Salesforce technical support or development experience
  • Experience with Salesforce CRM, Lightning Platform, or related technologies
  • Technical understanding of Salesforce applications and solutions
  • Experience with Visualforce or Apex development
  • Experience with Lightning Web Components development
  • Relevant Salesforce certifications

Job Details

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

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

詳細
Signature Success Plan は重要なエンタープライズシステムで Salesforce 製品・サービスをご利用いただいているお客様・パートナー様向けにデザインされた Success(サポート)プランで、サポートサービス、プロアクティブサービス、カスタマーサクセスマネージャーから構成されています。Signature サポートサービスは、高度な技術サポートおよびプロアクティブサービスを提供するチームです。お客様からのお電話またはインターネット経由でお問い合わせ頂いた内容について、システムの障害調査、ご利用方法に関する技術詳細の確認、パフォーマンス問題の技術支援、プロアクティブサービスで検知されたアラートの原因調査などを行います。重大な障害においてはカスタマーサクセスマネージャーと連携しながらお客様への解決支援を実施します。また、詳細な調査が必要な場合、開発部門へのエスカレーションを実施し、開発部門と連携し問題の解決にあたります。

Signature サポートエンジニアは、最高位の Signature Success Plan をご契約いただいているお客様でご利用いただいている各セールスフォースサービスの日々の利用において発生する問題や障害に対する迅速な解決を支援するため、Salesforce 製品・サービスを構成する Web テクノロジー(HTML、CSS、JavaScript、API 等)からサーバーサイドテクノロジー(SQL、Java等のオブジェクト指向言語、アプリケーションサーバー、データーベース等)までのそれぞれの技術領域の中からいずれかの領域での専門性が求められます。

このポジションでは、常に進化するセールスフォース製品およびそれを構成する周辺テクノロジーを学習し、チームメンバー間でお互いに共有し続けることでスキルを高め合う人材が求められます。

責任範囲

  • 大規模なお客様へ高いレベルでの技術サポートの提供
  • お客様の期待値や社内関係者からのエスカレーションのコントロール
  • お客様のお問い合わせ内容や、監視と検知結果の傾向、お客様業務の理解した処理最適化の支援
  • 自身の成長のみではなく、チームの成長への寄与
  • チームのオペレーション効率化

勤務形態

  • 平日 8:00-21:00 枠内でのシフト勤務(9時間拘束1時間休憩、シフト外の営業日はフレックス勤務)
  • 休日シフト勤務あり(夜間はオンコール勤務となります)※休日シフト時は代休取得頂きます。
  • フルリモート可(今後、近隣Officeへの数日/週勤務へ変更される可能性があります)

必須スキル/経験

  • 高いお客様満足度を目指す意欲
  • お客様に対する適切かつ柔軟なコミュニケーション能力
  • 技術調査、トラブルシューティング、問題解決を組織的に行う強力な指向性・能力
  • 部門・職位を超えて協力する姿勢・能力
  • 英語の読み書き・聞き取り(会話が出来れば尚可)
  • 高いモチベーションを保ち、自発的・自立的に業務を遂行する能力
  • 以下の内のいずれか、もしくは複数に関する深い知識
    • Web テクノロジー(HTML、CSS、JavaScript、フロントエンド Framework、API 等)
    • サーバーサイドテクノロジー(SQL、Java等のオブジェクト指向言語、アプリケーションサーバー、データーベース等)
  • 以下の内のいずれか、もしくは複数の実務経験
    • データベースやリレーショナルデータ構造の管理・課題解決
    • 大量データ処理やマルチテナント構成環境の管理・課題解決
    • API を用いたプログラミングやソフトウェア開発
    • ソフトウェア開発に関するライフサイクル
    • Salesforce の運用・開発

望ましいスキル/経験

  • 高い英語能力(会話含む)
  • 2 年以上の Salesforce に関するテクニカルサポートもしくは開発者経験
  • Salesforce CRM や Lightning Platform、関連する技術的な経験
  • Salesforce アプリケーションおよびソリューションを理解するための技術的な知識と経験
  • Visualforce や Apex の開発経験
  • Lightning Web コンポーネントの開発経験
  • 以下の有資格者
    • Salesforce 認定アドミニストレーター
    • Salesforce 認定上級アドミニストレーター
    • 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 (旧 DEV401)
    • Salesforce 認定上級 Platform デベロッパー (旧 DEV501)

入社メンバーの経歴例

  • テクニカルサポートエンジニア
  • テクニカルサポートエンジニア出身の管理職
  • ITベンダーコンサルタント
  • SIer システムエンジニア
  • プリセールスエンジニア
  • 社内IT部門のエンジニア
  • データベース運用管理者
  • ERP 運用管理者
  • テクニカルアカウントマネージャー

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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About The Company

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing wellanddoing good – you've come to the right place.

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