Principal Technical Support Engineer

The Experience:

The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. We are looking for an ambitious team lead to join our Salesforce Nightforce Japan Support team! We are looking for a highly collaborative multilingual person for a swarm lead position needing existing technical support experience and understanding of escalation management in an enterprise cloud-based platform. You must possess excellent analytical and communication skills (fluent writing and speaking Japanese or Korean) and have the passion to deliver outstanding support to our customers in Japan & Korea (follow-the-sun model).

What You'll Actually be Doing:

Your Impact - In your role as a Swarm Lead with Support Engineers, you are the first point of contact for customers experiencing technical challenges after hours. You own the complete end-to-end customer experience for the EMEA shift.

Service Delivery:

• Monitors incoming cases or swarms to ensure swarm requests are answered in a timely manner. Taps people within the swarm to assist, assists or networks to help find resources to assist as needed.
• Drives collaboration with late-shift engineers, Nightforce teammates or other tech leads to drive best practices and provide urgent support
• Conducts mentoring and best practices sessions with team members.
• Identifies opportunities for upskilling and enablement within the team.
• Creates knowledge content and fosters a culture of Knowledge sharing on the team
• Engages the right resources and works with duty managers to ensure the correct information is shared with the right members during critical events
• Proactively initiates swarming activities on cases as needed if a case appears to be stuck and in need of movement
• Motivates team and drives efficient resource usage during incidents or urgent case handling
• Owns Cases to maintain technical skills or grow skills into new areas
• Raises Top Case Drivers (TCD) and Enablement gaps to support leadership and Cloud Lead for action
• Collaborates with Frontline Managers to provide feedback on swarm members that may be helpful in manager coaching conversations.
• (Geo specific) Flexible to work in shifts as per the business requirements
• Collaborating with all Salesforce teams efforts and ensuring we are a single point of contact for all post-sales support activities.

You're Our Person if...

• Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.
• Support Engineers (Senior+) are encouraged to apply
• Relevant cloud certifications in Sales, Service, Platform and Marketing Cloud
• High collaboration, influential, mentoring and customer-focused competencies
• Fluent proficiency in Japanese
• Business level proficiency in reading & speaking English
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role

Even Better If...

• Fluent proficiency in writing & speaking Japanese
• Professional proficiency or above in reading & speaking Korean
• Professional proficiency in writing & speaking English
• Technical support experience in a critical environment or Backup Swarm Lead experience
• Additional cloud certifications beyond minimum required
• Trailhead Ranger
• Understanding of standard web technologies. E.g. Managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.
• Experience with reading/writing HTML and CSS
• Understanding of Internet technologies: firewalls, web servers, proxy servers, SSL, TSL, HTTPS, CDN etc…

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