Junior Technical Support Engineer【障害者採用】

📍 Job Overview

• Job Title: Junior Technical Support Engineer【障害者採用】
• Company: Salesforce
• Location: Tokyo, Tōkyō, Japan
• Job Type: Full-Time
• Category: Customer Success
• Date Posted: 2025-07-15
• Experience Level: 5-10 years
• Remote Status: On-site

🚀 Role Summary

• Provide high-quality technical support to customers as the first point of contact
• Troubleshoot and resolve customer issues related to Salesforce products and customizations
• Maintain technical expertise in assigned product areas and keep up-to-date with new features and releases
• Collaborate with internal teams to escalate complex issues and ensure customer satisfaction
• Contribute to the creation and maintenance of knowledge base articles to improve support processes

💻 Primary Responsibilities

• Customer Support: Handle customer inquiries and troubleshoot issues related to Salesforce products and customizations
• Troubleshooting: Diagnose and resolve technical problems, utilizing strong analytical and problem-solving skills
• Collaboration: Work closely with internal teams, including support managers, engineers, and product teams, to resolve complex customer issues
• Knowledge Management: Contribute to the creation and maintenance of knowledge base articles and documentation to improve support processes
• Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely, accurate, and effective solutions to customer inquiries

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science or a related field is required. Relevant work experience may be considered in lieu of a degree.

Experience: 3-5 years of experience in technical support, customer success, or a related role is required. Experience with Salesforce products is a plus.

Required Skills:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in English and Japanese (verbal and written)
• Knowledge of internet technologies, such as firewalls, web servers, and proxies
• Familiarity with system integration technologies, such as computer telephony integration, data cleansing/duplication removal, data replication, and Salesforce object transactions
• Understanding of database concepts and SQL
• Knowledge of object-oriented design and core programming concepts
• Experience with XML and web services (SOAP) is a plus
• Familiarity with front-end web layers (JavaScript, AJAX, HTML, DHTML, CSS) and back-end software development (Java, .NET, SQL)

Preferred Skills:

• Certified Salesforce Administrator (ADMIN201)
• Certified Application Builder (APP BUILDER)
• Certified Salesforce Developer (DEV401, DEV501)
• Experience with Salesforce CRM and its technologies
• Experience with SaaS support

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: ¥5,000,000 - ¥7,000,000 per year (based on market research for technical support roles in Tokyo)

Benefits:

• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Generous time off and leave policies
• Employee stock purchase plan
• Employee resource groups and diversity, equity, and inclusion initiatives
• Access to learning and development opportunities, including Trailhead and other training resources

Working Hours: 40 hours per week, with flexible scheduling to accommodate customer support needs

🎯 Team & Company Context

🏢 Company Culture

Industry: Salesforce is a leading customer relationship management (CRM) platform and enterprise software company, providing a wide range of cloud-based applications for sales, marketing, customer service, and more.

Company Size: Salesforce is a large, global company with over 50,000 employees worldwide. As a junior technical support engineer, you will be part of a large and diverse support team, working closely with other teams across the organization.

Founded: Salesforce was founded in 1999 and has since grown to become a market leader in the CRM industry.

Team Structure:

• The technical support team is organized by product areas, with each team focusing on a specific aspect of the Salesforce platform
• Team members work closely with other support teams, as well as with product, engineering, and customer success teams to resolve customer issues and improve the customer experience
• The team follows a flat hierarchy, with clear communication and collaboration across all levels

Development Methodology:

• Salesforce follows Agile methodologies, with regular sprint planning, code reviews, and testing processes in place
• The company encourages continuous learning and improvement, with a strong focus on innovation and staying at the forefront of the CRM industry

Company Website: salesforce.com

📈 Career & Growth Analysis

Web Technology Career Level: As a junior technical support engineer, you will be responsible for handling customer inquiries and troubleshooting issues related to Salesforce products. This role provides an excellent opportunity to gain experience in customer support and develop your technical skills in a fast-paced, dynamic environment.

Reporting Structure: Junior technical support engineers report directly to support managers, who oversee the day-to-day operations of the support team. They work closely with other support teams, as well as with product, engineering, and customer success teams to resolve customer issues and improve the customer experience.

Technical Impact: Technical support engineers play a crucial role in ensuring high levels of customer satisfaction and retention by providing timely, accurate, and effective solutions to customer inquiries. Their work directly impacts the customer experience and contributes to the overall success of the Salesforce platform.

Growth Opportunities:

• Technical Growth: As you gain experience and develop your technical skills, you may have the opportunity to specialize in specific product areas or take on more complex customer issues
• Leadership Development: With experience and strong performance, you may have the opportunity to move into a team lead or management role, overseeing the work of other support engineers and contributing to the strategic direction of the support team
• Career Transition: As you gain experience and develop your skills, you may also have the opportunity to transition into other roles within the organization, such as product management, engineering, or customer success

🌐 Work Environment

Office Type: Salesforce's Tokyo office is a modern, collaborative workspace designed to foster innovation and creativity. The office features open-plan workspaces, meeting rooms, and breakout areas, as well as access to state-of-the-art technology and tools.

Office Location(s): Salesforce's Tokyo office is located in the heart of the city, with easy access to public transportation and nearby amenities.

Workspace Context:

• Collaboration: The open-plan workspace encourages collaboration and communication among team members, with easy access to colleagues and resources
• Technology: The office is equipped with the latest technology and tools, including high-speed internet, multiple monitors, and specialized software for customer support and troubleshooting
• Flexibility: The work environment is flexible, with the option to work from home or in the office, depending on team and customer support needs

Work Schedule: The work schedule is flexible, with the option to work from home or in the office, depending on team and customer support needs. The work schedule may vary depending on customer support needs and may include evenings, weekends, and holidays.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone or video call to assess your communication skills and cultural fit with the Salesforce team
2. Technical Assessment: A hands-on assessment to evaluate your technical skills and problem-solving abilities in a customer support context
3. Behavioral Interview: A structured interview to discuss your past experiences, achievements, and alignment with Salesforce's company values and culture
4. Final Interview: A meeting with the hiring manager or a panel of team members to discuss your fit for the role and the team, as well as any remaining questions you may have

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on your technical skills, with a focus on troubleshooting and problem-solving in a customer support context
• Familiarize yourself with the Salesforce platform and its various products and features
• Prepare for questions related to customer support best practices, communication, and collaboration

ATS Keywords: (See Required and Preferred Skills sections for relevant keywords)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

• Customer Success: Focus on customer satisfaction and ensuring that customers have the best possible experience with Salesforce products
• Innovation: Embrace continuous learning and improvement, staying at the forefront of the CRM industry and driving innovation in customer support
• Collaboration: Work closely with other teams, including product, engineering, and customer success, to resolve customer issues and improve the customer experience
• Quality: Maintain high standards for technical support and ensure that customer issues are resolved accurately and efficiently

Collaboration Style:

• Cross-functional Integration: Work closely with other teams, including product, engineering, and customer success, to resolve customer issues and improve the customer experience
• Code Review Culture: Encourage knowledge sharing and continuous learning among support team members
• Knowledge Sharing: Foster a culture of collaboration and information sharing, with regular team meetings and one-on-one coaching sessions to help team members develop their skills and advance their careers

🌐 Work Environment

Office Type: Salesforce's Tokyo office is a modern, collaborative workspace designed to foster innovation and creativity. The office features open-plan workspaces, meeting rooms, and breakout areas, as well as access to state-of-the-art technology and tools.

Office Location(s): Salesforce's Tokyo office is located in the heart of the city, with easy access to public transportation and nearby amenities.

Workspace Context:

• Collaboration: The open-plan workspace encourages collaboration and communication among team members, with easy access to colleagues and resources
• Technology: The office is equipped with the latest technology and tools, including high-speed internet, multiple monitors, and specialized software for customer support and troubleshooting
• Flexibility: The work environment is flexible, with the option to work from home or in the office, depending on team and customer support needs

Work Schedule: The work schedule is flexible, with the option to work from home or in the office, depending on team and customer support needs. The work schedule may vary depending on customer support needs and may include evenings, weekends, and holidays.

📌 Application Steps

To apply for this Junior Technical Support Engineer【障害者採用】position at Salesforce:

1. Submit your application through the application link provided in the job listing
2. Tailor your resume to highlight your relevant technical support experience, skills, and achievements
3. Prepare for the interview process by brushing up on your technical skills, familiarizing yourself with the Salesforce platform, and practicing common customer support scenarios
4. Research Salesforce's company culture and values to ensure a strong cultural fit and alignment with the organization's mission and goals

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

• Tailor every section specifically to technical support roles in the customer success domain
• Include customer support best practices, communication, and collaboration skills
• Emphasize problem-solving, analytical, and troubleshooting skills
• Address the unique challenges and requirements of supporting a large, global customer base

Quality Standards:

• Ensure no content overlap between sections; each section must contain unique information only
• Only include Enhancement Notes when making significant inferences about technical support processes, team structure, or company culture
• Be comprehensive but concise, prioritizing actionable information over descriptive text
• Strategically distribute customer support and technical support-related keywords throughout all sections naturally
• Provide realistic salary ranges based on location, experience level, and technical support specialization

Industry Expertise:

• Include specific customer support best practices, communication, and collaboration skills
• Address the unique challenges and requirements of supporting a large, global customer base
• Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies
• Include customer support interview preparation and coding challenge guidance
• Emphasize customer support team culture, cross-functional collaboration, and user impact measurement

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout
• Use customer support and technical support industry terminology appropriately and accurately
• Include comprehensive benefits and growth opportunities relevant to technical support professionals
• Provide actionable insights that give technical support candidates a competitive advantage
• Focus on customer support team culture, cross-functional collaboration, and user impact measurement