At a Glance
- Tasks: Lead a team to provide top-notch technical support for clients in Japan and Korea.
- Company: Join a global tech leader focused on client satisfaction and innovation.
- Benefits: Flexible shifts, competitive salary, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a fast-paced environment.
- Why this job: Make a real difference by solving critical issues and mentoring a dynamic team.
- Qualifications: Bachelor's degree or equivalent experience, fluent in Japanese, and strong customer support skills.
The predicted salary is between 56700 - 69300 £ per year.
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…
Principal Technical Support Engineer in London employer: Leadout Capital
At Cloudsmith, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to take ownership of their projects. As a Senior Platform Tools Engineer, you'll have the opportunity to shape developer-facing tools that directly impact our users' experience, all while enjoying a supportive environment that prioritises professional growth and development. Located in a vibrant tech hub, we offer competitive benefits and a commitment to work-life balance, making Cloudsmith an exceptional place to advance your career.
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 Leadout Capital. 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 Leadout Capital 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 Leadout Capital:Your cover letter is your chance to shine! Tell us why you want to work at Leadout Capital 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 Leadout Capital!
How to prepare for a job interview at Leadout Capital
✨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.
