At a Glance
- Tasks: Lead a team to provide top-notch technical support for customers in Japan and Korea.
- Company: Join Salesforce, the leading AI CRM company transforming customer success.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for professional growth.
- Other info: Embrace a culture of collaboration and continuous learning in a fast-paced environment.
- Why this job: Be part of a dynamic team driving innovation and making a real impact.
- Qualifications: Fluent in Japanese, with strong technical support experience and a passion for customer service.
The predicted salary is between 56700 - 69300 £ per year.
Job Category Customer Success Job Details About Salesforce
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.
Ready to level-up your career at the company leading workforce transformation in the agentic era?
You’re in the right place!
Agentforce is the future of AI, and you are the future of Salesforce.
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…
- Accommodations
We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme.
Applicants are welcome to opt-in to the interview scheme as part of the application process.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process.
Humans will always make any candidate selection and hiring decisions.
Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
What does that mean exactly?
It means that at Salesforce, we believe in equality for all.
And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
Know your rights: workplace discrimination is illegal.
Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training and education.
We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM.
Leading with the values.
The question is that making how?
Unleash Your Potential
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.
Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Principal Technical Support Engineer in London employer: 428 Salesforce UK Limited
Salesforce is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. With a strong emphasis on employee growth, you will have access to numerous development opportunities while working in a vibrant EMEA location that champions diversity and inclusion. Join us to be part of a forward-thinking team that not only drives business success but also prioritises meaningful impact for our customers and communities.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Technical Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 428 Salesforce UK Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 428 Salesforce UK Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Technical Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 428 Salesforce UK Limited:Your cover letter is your chance to shine! Tell us why you want to work at 428 Salesforce UK Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 428 Salesforce UK Limited!
How to prepare for a job interview at 428 Salesforce UK Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
