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Role Description

This role involves providing technical support for Signature Success customers, focusing on Marketing Cloud and Data Cloud products.

• 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.

Qualifications

• 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

Desired Qualifications

• Korean language skill is a bonus
• Salesforce Certifications: Marketing Cloud related, Data Cloud Related, Admin
• Experience with Marketing Cloud email technology, Salesforce CRM applications, Data Cloud technologies or similar cloud technologies
• Understanding of Service Cloud products (e.g., Case Management, Omnichannel Routing, Swarming)
• Knowledge of VisualForce, Apex, and Lightning

Work Environment

• Working within a follow-the-sun model receiving handover from Japan Korean hours to provide top-quality support for urgent cases, escalations, and high-impact incidents for Signature Success customers.
• Primary work hours of “21:00 - 6:00” or “24:00 - 9:00” JST
• Flexible shifts may be required based on business needs (AMER ET OR PT hours)

Benefits

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.