Principal Technical Support Engineer (Signature) – Japanese speaking

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Please note: Bilingual proficiency in English and Japanese is important for this opportunity.
What you'll be doing...

• As a key member of the Tableau Signature Support team, you will primarily collaborate with Tableau's enterprise customers of server/ core server products, while supporting their post-sales installation journey, configuration and set-up tasks, or Tableau Desktop products, proactively assisting them with post-sales installation, data connectivity, performance and analysis of data.

• Responsibilities include triaging and resolving highly sophisticated, technical, and application-related issues that impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of our products.

• Apply in-depth engaged diagnostic technical fixing skills to identify customer issues and perform root cause analysis.

• Apply system, database, and application knowledge toward resolving critical and sophisticated issues.

• Use skills in debugging to identify steps to reproduce the issue, determine the likely cause, and prepare detailed, concrete bug reports for Engineering.

• Throughout the case resolution process, maintain superb relationships with the customer by keeping them informed throughout and ensure continued collaboration with Engineering as well as Product Management teams. As a customer advocate, provide detailed feedback to Engineering and Product Management on feature enhancements to improve supportability and product quality.

• It is vital to ramp up quickly the knowledge of Tableau’s Desktop and Server Products, including licensing, activation-related installation specifications/settings, and configuration requirements for optimal product performance.

• In addition to working with customers, the Technical Support Engineer will routinely work closely with Customer Success Managers, Sustaining Engineering, and Sales Consultants to resolve sophisticated challenges.

• Effectively connect with Japanese customers via email, phone, and web meeting in Japanese covering the night time of Japan to ensure our client’s effective use of Tableau products.

• Perform in-depth diagnosing to identify root cause while speaking the customer's language and communicating with them accordingly. Use excellent judgment while connecting with customers for maximum effectiveness and customer satisfaction.

• Coordinate with Tableau Server customers to implement successful server launches, and resolve sophisticated technical problems associated with deployment.

• Collaborate and coordinate with Tableau Desktop/Prep customers to successfully integrate (installation and data connectivity, analysis, and performance) the application into their business, and to resolve highly sophisticated technical issues associated with integration.

• Apply in-depth diagnosing and fixing skills along with knowledge of systems, databases, and applications to get to the root cause of the client's issue. Set up test environments to mirror customer's set-up, write test scripts, and perform tests using customer’s data or representative data.

• Partner with customers and support them optimize the utilization of Tableau software by listening and understanding the customer’s request thoroughly, combined with in-depth technical knowledge to assist them efficiently and appropriately.

• Lead support case resolution efforts for customer cases by using fixing and debugging good practices, identifying root causes, and communicating bugs to Sustaining Engineering in a manner that requires little to no additional research on the part of the Engineer.

• Grow strong partnerships with sales and development teams.

• Extensively research and document customer software and technical issues as Knowledge Base articles as appropriate, relying on system, application, and database knowledge, research, and reproduction issues.

• Use excellent written communication skills to build and contribute to relevant documentation that will be applied to the external Knowledge Base used by Tableau customers.

• Use Knowledge Base information as a resource to resolve customer issues, researching the Knowledge Base as a step in the fixing process

• Collaborate with Product Management, Sustaining Engineering, Sales Consultants, and extended Technical Support team to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid multi-functional relationships.

• Mentor Technical Support Specialists in researching, resolving, and documenting customer server issues, including bug reports, etc.

• Raise support cases and priority issues to management as appropriate using good judgment in when and how to call out the issues.

• Maintain appropriate case- and customer-related files and records.

• Prioritize customer cases and company projects effectively, communicating priorities and plans to management.

Who you are...

• Highly Technical. Superb understanding of relational databases;

• Proven knowledge of Windows and Linux, networking, server set-up, and administration, including debugging experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.

• Problem Solver. You are an effective problem solver with a curiosity about technology. Others might describe you as a highly creative, curious technologist, and you have excellent research skills.

• Bilingual in English & Japanese. Excellent proficiency in both Japanese and English. Work experience with Japanese business customers is required.

• Organized. You have an uncanny ability to juggle and prioritize an impressive volume of workload and handle details accurately and promptly under pressure. Your interpersonal skills are impeccable.

• Domain. Degree or relevant experience preferred.

• Expert. Relevant experience in Customer Service or supporting enterprise-critical applications.

• Detail Oriented. You can multitask and handle frequent interruptions.

• You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!

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