Principal Technical Support Engineer (Integration)

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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.

弊社では、お客様のビジネスの根幹を支えるミッションクリティカルなシステムデータを統合する MuleSoft をはじめ、ApexやLightning Web Components（LWC）といった柔軟なカスタム開発・アプリケーション拡張を可能にする
高度な様々な機能を提供しており、多くのお客様にSalesforce製品をご活用いただいております。

今回Integration Supportのポジションでは、プラットフォームで発生する複雑な問題を解決するため、
メンバーの一員として高い技術力を発揮していただきます。

主な役割はIntegration Supportのスペシャリストとしてお客様が技術的なチャレンジを乗り越え、
成功へ至るまでを支援することです。具体的にはハンズオンによるトラブルシューティング、機能に関する詳しい
説明、ベストプラクティスの案内などを通じてお客様をサポートします。深刻かつタイムクリティカルな状況に
おいては、開発部門とも緊密に連携しながら標準プロセスに則ってお客様を救出し最高の体験を提供します。
これは、お客様が自身の投資に見合う価値を実感していただく上で大変重要な役割です。

また、複数のAPIアプリケーションから構成されるマイクロサービスや最新のコンテナ技術などのトラブルシューティングを通じて実践的で深い知識と経験を磨くことができます。お客様の技術的な課題を共に乗り越えるサポートの
プロフェッショナルとして期待を超える価値を提供し、お客様を成功へと導くことが求められます。

Role Responsibilities:

• お客様の技術的な課題を解決に導くためのサポート（トラブルシュート、状況報告など）

• 社内外の関連部門と連携し、お客様の問題解決をリード

• お客様の期待値を正しく設定し、お客様の体験を良いものにし、お客様満足度を最大化

• 製品機能に関する知識を深め、お客様への最適な利用方法やベストプラクティスを提案

• お客様からの問い合わせ内容に基づき、ナレッジベース記事の作成や開発者コミュニティへの貢献

• 日々の業務を通じて、分析力、調査力、問題解決能力を向上

• 周囲のメンバーと積極的に助け合い、チームとしてのパフォーマンスを最大化

Role Requirements:

• 日本語：お客様との円滑なコミュニケーション（会話、読み書き）が可能

• 英語: 技術ドキュメントの読解や、社内コミュニケーションに抵抗がない

• 豊富な分析、調査、問題解決の能力と経験

• 問題の優先順位付けと効果的なエスカレーションの経験

• オブジェクト指向言語（特に Java）を用いたアプリケーションの解読、開発、およびデバッグ経験

• RESTやSOAPなどウェブベースサービスの理解、およびAPIを利用したアプリケーションの開発・実装経験

• インターネット技術のトラブルシューティング (HTTP, TLS, TCP/IP, VPN, firewalls, web servers, proxy serversなど)

• RDBMSおよびSQLを利用したデータ管理・操作の経験

• HTML, CSS, JavaScript, JSON, XMLなどのWeb技術に関する実装・デバッグ経験

• 勤務時間はビジネス要件に応じて変わる場合があり、時間外のサービス提供のためオンコール含むシフト勤務に
  参加いただくことへの同意

Preferred Requirements:

• 3年以上のテクニカルサポート経験

• 3年以上のシステム開発、構築、運用経験

• 各種 Integration 製品の開発・運用経験

• クラウドベースソリューションの経験（Amazon AWS、Microsoft Azure等）

• Kubernetes, Amazon Elastic Kubernetes Service (EKS), Azure Kubernetes Service (AKS) などのコンテナ化された
  マイクロサービスアプリケーションの開発、運用経験

• HTTP, HTML, CSS, JavaScript, XML, JSONの理解と、Java, .NET, または PHPのいずれかでの3年以上のウェブまたはAPIアプリケーションの開発経験

• Windows環境でのデスクトップアプリケーションの開発またはサポートの経験

• ブラウザの開発者ツールを利用したトラブルシュート経験

• 各種ログの分析やデバッグの経験

• TCPDump の取得と解析経験

• HeapDump や ThreadDump などによる Java アプリケーションの解析・トラブルシュート経験

• Linux での Core ダンプ、Windows でのメモリダンプなどの解析経験

• HAR や Fiddler などのツールを利用した HTTP 通信取得と解析経験

• マルチテナント、グリッド、パラレル、または分散コンピューティングアーキテクチャーの知識

• RDBMSおよびSQLの知識と経験

• Linux / UnixベースOSの経験

• Salesforce CRM アプリケーションの経験

We offer advanced capabilities that integrate mission-critical system data—including MuleSoft—to support the very core of our customers' businesses. We also enable flexible custom development and application extension using Apex and Lightning Web Components (LWC), helping numerous clients fully leverage Salesforce products.
In this Integration Support role, you will bring your strong technical expertise to the team to resolve complex issues that arise on the platform.

Your primary role will be to support customers as a technical support specialist, helping them overcome technical challenges and achieve success. Specifically, you will provide hands-on troubleshooting, detailed explanations of features, and guidance on best practices to support customers.
In serious and time-critical situations, you will work closely with the development team to rescue customers in accordance with standard processes and provide the best possible experience. This is a critical role in ensuring that customers realize the value of their investment.

Additionally, through troubleshooting of microservices composed of multiple API applications and the latest container technologies, you will develop practical, deep knowledge and experience. As a professional who supports customers in overcoming their technical challenges, you are expected to deliver value that exceeds expectations and guide them toward success.

Role Responsibilities:

• Assist customers in resolving technical issues (troubleshooting, status reporting, etc.).

• Collaborate with relevant internal and external departments to lead the resolution of customer issues.

• Set customer expectations correctly to ensure a good customer experience and maximize customer satisfaction.

• Develop knowledge of product features and recommend optimal usage and best practices to customers.

• Create knowledge base articles and contribute to the developer community based on customer inquiries.

• Improve analytical, research, and problem-solving skills through daily work.

• Proactively help others around you to maximize your performance as a team.

Role Requirements:

• Japanese: fluent speaking and reading/writing.

• English: reading documents, understanding training, internal communication via chat and email.

• Extensive analytical, research and problem solving skills and experience.

• Experience prioritizing issues and escalating effectively.

• Experience interpreting, developing, and debugging applications using object-oriented languages (especially Java).

• Understanding of web-based services such as REST and SOAP, and experience developing and implementing applications utilizing APIs.

• Troubleshooting Internet technologies (HTTP, TLS, TCP/IP, VPN, firewalls, web servers, proxy servers, etc.).

• Experience in data management and manipulation using RDBMS and SQL.

• Experience implementing and debugging Web technologies such as HTML, CSS, JavaScript, JSON, and XML.

• Agreement to participate in shift work, including on-call duties, to provide after-hours services as working hours may vary based on business requirements.

Preferred Requirements:

• 3+ years of technical support experience.

• 3+ years of system development and operation experience.

• Experience developing and operating various Integration products.

• Experience with cloud-based solutions (Amazon AWS, Microsoft Azure, etc.).

• Experience developing and operating containerized microservices applications such as Kubernetes, Amazon Elastic Kubernetes Service (EKS), Azure Kubernetes Service (AKS)

• 3+ years of experience developing web or API applications in Java, .NET, or PHP with an understanding of HTTP, HTML, CSS, JavaScript, XML, and JSON.

• Experience developing or supporting desktop applications in a Windows environment.

• Experience troubleshooting using browser developer tools.

• Experience analyzing and debugging various logs.

• Experience obtaining and analyzing TCPDump.

• Experience analyzing and troubleshooting Java applications using HeapDump, ThreadDump, etc.

• Experience analyzing Core dumps on Linux, memory dumps on Windows, etc.

• Experience acquiring and analyzing HTTP communications using tools such as HAR and Fiddler.

• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.

• Knowledge and experience with RDBMS and SQL.

• Experience with Linux / Unix based operating systems.

• Experience with Salesforce CRM applications.

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 andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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.