Senior Technical Support Engineer
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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.
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We're currently looking for a Senior Technical Support Engineer with experience in providing world-class technical support to join our team in Tokyo, Japan.
Informatica is currently seeking an enthusiastic, motivated individual to join our global team of highly skilled support staff. Our support teams deal with a wide range of Cloud products including Master Data, Data Integration, Data Quality and Data Governance.
As a Senior Technical Support Engineer, you will be responsible for providing world-class technical support to Informatica customers, partners, and internal teams. In the role of Technical Support Engineer, you must be able to work and adapt in a fluid, fast-paced environment. You must have strong technical, communication, and collaboration skills and a laser focus on customer success.
Your Role Responsibilities? Here's What You'll Do
Provide best in class technical support to customers, partners, and internal teams.
Managing customer issues and escalations within our SalesForce CRM system
Manage the technical support lifecycle all the way to successful resolution by analysing and reproducing problems and managing customer expectations throughout.
Work with regional partners on proactive support, enablement, and guidance.
Follow up on actions in a timely manner and with attention to detail.
Coordinate with other teams to identify, report and speed up resolutions of product defects and anticipate and pre-emptively deflect escalations or at-risk customer situations.
Handle customer situations with diplomacy, sensitivity, confidentiality, and discretion.
What We'd Like to See
- Passionate about delivering the highest quality of customer success.
- A team player who can work both independently and collaboratively.
- An avid learner and adaptable to a fast-changing technical environment.
- Ability to communicate effectively with customers at all levels as well as internal stakeholders.
- A high degree of analytical, troubleshooting, and problem-solving abilities.
- An excellent level of Java with demonstrable experience in programming.
- Experience of debugging in Java or another Object-Oriented Programming Language
- Excellent grasp of relational database management theory and practice - particularly Oracle and MS SQL Server.
- Good experience in Windows and Linux (Red Hat and SuSE) flavours of operating system.
- Good knowledge of Cloud platforms like Azure, AWS or GCP
- Demonstrable experience with Open API Specification (Swagger), web service frameworks, including REST and SOAP.
- Some experience with Network troubleshooting is a plus
- Excellent verbal and written skills in English.
- Role Essentials
- Bachelor's degree in a relevant field such as Computer Science, Computational Mathematics, Computer/Software Engineering or equivalent practical experience.
- Minimum 5+ years of industry experience in supporting mission-critical software components; exposure to cloud native applications/architecture is a strong plus
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Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Adoption Leave
- Return-to-Work Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Company Equity
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Professional Coaching
- Work Visa Sponsorship
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program
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