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

Requirements

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

Benefits

time off programs
medical, dental, vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLHTMLJavaScriptJavaC++RDBMSdata replicationComputer Telephony IntegrationSalesforce Marketing CloudAPEX

Soft Skills

analytical skillsproblem-solving skillscommunication skillscustomer servicementoringteam collaborationadaptabilitytime managementcustomer expectation managementtraining

Certifications

Salesforce Administrator Certification