Director, Technical Support Engineering (Japan Incident Management)

📍 Job Overview

• Job Title: Director, Technical Support Engineering (Japan Incident Management)
• Company: Salesforce
• Location: Tokyo, Japan
• Job Type: On-site
• Category: Technical Support Engineering
• Date Posted: July 28, 2025

🚀 Role Summary

• Lead the Japan Incident Management team, managing critical escalations and ensuring effective communication.
• Collaborate with internal teams to address technical issues and maintain high customer satisfaction.
• Drive strategic customer success initiatives and contribute to organizational change.
• Manage team members and foster a culture of knowledge sharing and best practices.

💻 Primary Responsibilities

• Strategic Leadership: Develop and execute strategies to manage critical escalations and maintain high customer satisfaction.
• Team Management: Lead and manage the Japan Incident Management team, fostering a culture of knowledge sharing and best practices.
• Cross-Functional Collaboration: Work closely with internal teams, including sales, technical support, product management, and development, to address technical issues and meet customer needs.
• Stakeholder Communication: Serve as an internal information hub, ensuring effective communication and collaboration among stakeholders.
• Risk Management: Identify and mitigate contract renewal risks, working with internal teams to minimize customer churn.
• Project Management: Contribute to internal projects and initiatives, driving continuous improvement and innovation.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Over 5 years of management experience in support or escalation teams.

Required Skills:

• Proven leadership and management skills
• Strong facilitation and negotiation skills
• Excellent communication skills in Japanese (native level) and English (business level)
• Ability to thrive in a global environment and work effectively with diverse teams
• Strong problem-solving and decision-making skills
• Experience in technical support or a related field
• Proficiency in project management and risk management

Preferred Skills:

• Experience in the software industry or a related field
• Familiarity with Salesforce products and services
• Knowledge of Japanese business culture and practices

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate successful management of technical support teams and critical escalations.
• Showcase experience in driving strategic customer success initiatives and organizational change.
• Highlight proficiency in project management, risk management, and stakeholder communication.

Technical Documentation:

• Provide detailed documentation of past projects, including strategies, processes, and outcomes.
• Include testimonials or case studies demonstrating the impact of your leadership on customer satisfaction and team performance.

💵 Compensation & Benefits

Salary Range: Not specified. Research shows the average salary for a Technical Support Engineer in Tokyo, Japan, is around ¥6,000,000 - ¥8,000,000 per year (approximately $50,000 - $67,000 USD).

Benefits: Not specified. Salesforce is known for offering competitive benefits, including health insurance, retirement plans, and employee stock purchase plans.

Working Hours: 40 hours per week, with potential flexibility for deployment windows and maintenance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software industry, specializing in customer relationship management (CRM) and enterprise cloud computing.

Company Size: Large (over 50,000 employees).

Founded: 1999, in San Francisco, California, USA.

Team Structure:

• The Japan Incident Management team is part of the broader Customer Success Group (CSG).
• The team works closely with internal teams, including sales, technical support, product management, and development.

Development Methodology:

• Salesforce follows Agile methodologies, with a focus on continuous improvement and innovation.
• The company encourages cross-functional collaboration and knowledge sharing.

Company Website: Salesforce.com

📈 Career & Growth Analysis

Web Technology Career Level: Senior-level role, requiring extensive management experience and a strong technical background.

Reporting Structure: The Director reports directly to the Senior Manager of Japan Incident Management.

Technical Impact: This role has a significant impact on Salesforce's global incident management processes and customer satisfaction.

Growth Opportunities:

• Lead the Japan Support team and drive organizational change.
• Contribute to CSG-wide business challenges and initiatives.
• Develop leadership skills and advance to a senior management role within the company.

🌐 Work Environment

Office Type: On-site, with a focus on collaboration and knowledge sharing.

Office Location(s): Tokyo, Japan.

Workspace Context:

• Salesforce offices are designed to foster collaboration, with open workspaces, meeting rooms, and breakout areas.
• The company provides modern technology and tools to support productivity and innovation.

Work Schedule: Standard business hours, with potential flexibility for deployment windows and maintenance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication and leadership skills.
2. On-site or virtual interview with the hiring manager to discuss the role, team dynamics, and company culture.
3. Final interview with senior leadership to evaluate strategic thinking, problem-solving, and cultural fit.

Portfolio Review Tips:

• Highlight successful management of technical support teams and critical escalations.
• Showcase experience in driving strategic customer success initiatives and organizational change.
• Include testimonials or case studies demonstrating the impact of your leadership on customer satisfaction and team performance.

Technical Challenge Preparation:

• Brush up on technical support best practices and industry trends.
• Prepare for scenario-based questions that assess problem-solving, decision-making, and communication skills.
• Familiarize yourself with Salesforce products and services, as well as the company's mission, values, and culture.

ATS Keywords: Technical Support, Incident Management, Escalation, Customer Success, Leadership, Management, Communication, Negotiation, Problem Solving, Decision Making, Project Management, Risk Management, Stakeholder Engagement, CRM, Enterprise Cloud Computing, Agile Methodologies, Global Environment, Cross-Functional Collaboration, Knowledge Sharing, Organizational Change, Customer Satisfaction, Team Performance, Portfolio, Technical Documentation, Case Studies, Testimonials, Leadership Development, Career Growth, Salesforce Products, Company Culture.

📌 Application Steps

To apply for this Technical Support Engineering role at Salesforce:

1. Submit your application through the provided link.
2. Tailor your resume to highlight relevant management experience, technical skills, and leadership accomplishments.
3. Prepare a comprehensive portfolio showcasing your experience in managing technical support teams, driving strategic customer success initiatives, and leading organizational change.
4. Research Salesforce's products, services, and company culture to demonstrate your enthusiasm and understanding during the interview process.
5. Practice common interview questions and prepare for scenario-based assessments to showcase your problem-solving, decision-making, and communication skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.