Principle Technical Support Engineer (signature Success)

Salesforce Salesforce · Enterprise · Tokyo, Japan

Salesforce is seeking a Principal Technical Support Engineer for their Signature Success Plan, which provides advanced technical support and proactive services to enterprise customers. This role involves troubleshooting system failures, performance issues, and providing technical assistance for various Salesforce products and services, including Agentforce and Data Cloud. The engineer will act as a technical lead, contributing to team growth and operational efficiency, and will require deep knowledge in web or server-side technologies, with experience in database management, large data processing, or API programming. While the company heavily promotes its AI capabilities (AI CRM, Agentforce, AI agents), the core function of this role is technical support and troubleshooting of enterprise software, not direct AI/ML model development or research.

What you'd actually do

  1. Provide high-level technical support to large customers
  2. Control customer expectations and escalations from internal stakeholders
  3. Support optimization of customer operations by understanding customer inquiries, monitoring and detection results, and customer business
  4. Contribute to the growth of the team, not just personal growth
  5. Improve team operational efficiency

Skills

Required

  • High customer satisfaction drive
  • 10+ years of experience in Technical Support at an Enterprise Software / Cloud Company
  • Appropriate and flexible communication skills for customers
  • Strong orientation and ability to systematically investigate, troubleshoot, and resolve problems
  • Attitude and ability to cooperate across departments and job titles
  • English reading and writing skills (conversational ability is a plus)
  • Ability to perform tasks proactively and independently with high motivation
  • Deep knowledge in one or more of: Web technologies (HTML, CSS, JavaScript, front-end Frameworks, APIs, etc.) OR Server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.)
  • Hands-on experience in one or more of: Database and relational data structure management/problem solving, Large data processing and multi-tenant environment management/problem solving, API programming and software development, Software development lifecycle, Salesforce operations/development
  • Ability to train team members

Nice to have

  • High English proficiency (including conversational)
  • Technical experience and understanding of 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 Platform Administrator
  • Salesforce Certified Platform Administrator Advanced
  • Salesforce Certified Platform App Builder
  • Salesforce Certified Platform Developer
  • Salesforce Certified Platform Developer Advanced
  • Salesforce Certified Agentforce Specialist
  • Salesforce Certified JavaScript Developer

What the JD emphasized

  • 10 years of experience in Technical Support at an Enterprise Software / Cloud Company
  • Deep knowledge in one or more of the following: Web technologies (HTML, CSS, JavaScript, front-end Frameworks, APIs, etc.) OR Server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.)
  • Hands-on 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, API programming and software development, Software development lifecycle, Salesforce operations/development