Principal Technical Support Engineer

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.
  
  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)., 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…
  
  Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
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