Senior Manager, Technical Support Engineering (Tableau) at Salesforce

📍 Job Overview

Job Title: Senior Manager, Technical Support Engineering (Tableau)
Company: Salesforce
Location: Tokyo, Tōkyō, Japan
Job Type: On-site
Category: Management, Technical Support
Date Posted: 2025-06-25
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Lead and manage the Technical Support team, ensuring high-quality customer service and timely resolution of support tickets.
Promote a customer-centric support culture and drive continuous improvement in support processes.
Collaborate with cross-functional teams to identify and address product issues and customer confusion.
Coach and develop team members, fostering a positive and productive work environment.
Maintain service level agreements and customer satisfaction levels.

📝 Enhancement Note: This role requires a balance of strong leadership, technical proficiency, and customer focus to drive excellence in technical support and customer satisfaction.

💻 Primary Responsibilities

Customer Support Management:
- Ensure timely and comprehensive resolution of support tickets.
- Monitor support emails/tickets and maintain guaranteed response times.
- Review support tickets for accuracy and identify trends or product problems.
Team Leadership & Management:
- Coach team members to provide customer-centric support and guide customers towards self-serve options.
- Manage team schedules and professional development.
- Conduct regular one-on-one meetings and performance reviews with direct reports.
Process Improvement & Training:
- Identify frequently occurring, high-impact support issues and drive permanent resolution.
- Track bug and feature requests status, and keep the team informed about product plans.
- Coordinate and deliver training sessions to keep the team's skills and knowledge up-to-date.
Customer Escalation & Support:
- Serve as the first level of escalation from team members and pursue escalations as opportunities to turn customers into fans.
- Provide direct customer support for a minimum of ten hours per week to stay current.

📝 Enhancement Note: This role involves a mix of strategic planning, hands-on support, and team management to ensure exceptional customer service and team development.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: More than 2 years of supervisory/management experience in a software technical support department. Previous experience with Java application servers and data analytics skills are preferred.

Required Skills:

Excellent written and verbal communication skills in both Japanese and English.
Strong problem-solving skills and ability to manage multiple tasks.
Strong organizational skills and team player mentality.
Self-motivated and able to work productively with minimal direction.
Proven leadership and coaching abilities.
Experience in a software product/technical support department or related, direct customer contact experience.

Preferred Skills:

Data analytics skills.
Experience with Tableau or similar data visualization tools.
Familiarity with Agile methodologies and project management tools.

📝 Enhancement Note: Candidates should possess a strong technical background, excellent communication skills, and proven leadership abilities to excel in this role.

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

💵 Compensation & Benefits

Salary Range: ¥8,000,000 - ¥12,000,000 per year (Based on market research for Senior Technical Support Manager roles in Tokyo)

Benefits:

Competitive health, dental, and vision insurance plans.
Retirement savings plan with company match.
Generous time off and paid holidays.
Employee stock purchase plan.
Employee resource groups and diversity, equity, and inclusion initiatives.
Access to learning and development opportunities, including online courses and certifications.

Working Hours: Full-time (40 hours/week) with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: The salary range is estimated based on market research for similar roles in Tokyo. Benefits are based on Salesforce's standard employee benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software, Enterprise Application Software

Company Size: Medium to Large (5,001-50,000 employees)

Founded: 1999

Team Structure:

The Technical Support team consists of support engineers, team leads, and managers.
The team works closely with cross-functional teams, including Product, Engineering, and Customer Success.

Development Methodology:

Agile/Scrum methodologies for product development and support process improvement.
Regular sprint planning, code reviews, and quality assurance practices.
Continuous integration and deployment pipelines for software releases.

Company Website: https://www.salesforce.com/

📝 Enhancement Note: Salesforce is a large, established company with a strong focus on customer success and employee development. The Technical Support team plays a crucial role in maintaining customer satisfaction and driving product improvement.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Manager, Technical Support Engineering (Tableau)

Reporting Structure: Reports directly to the Director of Technical Support or a similar role.

Technical Impact: Leads the Technical Support team, driving customer satisfaction and product improvement through exceptional support and process optimization.

Growth Opportunities:

Career Progression: Potential career growth into a Director or Vice President role within Technical Support or a related function.
Technical Skill Development: Opportunities to develop expertise in Tableau, data analytics, and other relevant technologies.
Leadership Development: Coaching and mentoring team members, fostering a positive and productive work environment.

📝 Enhancement Note: This role offers significant opportunities for career growth, technical skill development, and leadership experience within the Technical Support function.

🌐 Work Environment

Office Type: Modern, collaborative office environment with open workspaces and dedicated team areas.

Office Location(s): Tokyo, Japan

Workspace Context:

Collaborative workspaces with multiple monitors and testing devices available.
Access to various tools and resources to support technical support and team management tasks.
Opportunities for cross-functional collaboration with other teams, such as Product and Engineering.

Work Schedule: Full-time (40 hours/week) with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: The work environment at Salesforce is collaborative and supportive, with a strong focus on employee development and customer success.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit (30-45 minutes).
Technical Deep Dive: A detailed discussion of technical support processes, customer scenarios, and problem-solving approaches (60-90 minutes).
Managerial & Leadership Assessment: An in-depth review of leadership style, team management, and coaching skills (60-90 minutes).
Final Interview: A meeting with senior leadership to discuss the role, team dynamics, and next steps (30-45 minutes).

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords:

Technical Support
Customer Service
Data Analytics
Java Application Server
Problem Solving
Communication
Team Management
Coaching
Organizational Skills
Self-Motivated
Performance Management
Training
Resource Management
Customer-Centric Support
Escalation Management
Continuous Improvement
Agile Methodologies
Project Management Tools
Tableau
Data Visualization

📝 Enhancement Note: The interview process for this role is comprehensive and designed to assess both technical proficiency and leadership capabilities. A strong focus is placed on problem-solving, communication, and team management skills.

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

👥 Team Culture & Values

Web Development Values:

Customer Success: Prioritize customer needs and strive for exceptional customer service.
Innovation: Continuously improve support processes and leverage technology to enhance customer experiences.
Integrity: Act with honesty and integrity in all interactions with customers, team members, and stakeholders.
Collaboration: Work closely with cross-functional teams to drive product improvement and customer satisfaction.

Collaboration Style:

Cross-Functional Integration: Collaborate with Product, Engineering, and Customer Success teams to address customer needs and drive product improvement.
Code Review Culture: Regularly review support processes and customer interactions to identify opportunities for improvement.
Knowledge Sharing: Foster a culture of learning and development by sharing best practices and encouraging team members to grow their skills and knowledge.

📝 Enhancement Note: The Technical Support team at Salesforce values customer success, innovation, integrity, and collaboration to drive exceptional customer experiences and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Manage customer expectations and ensure timely resolution of support tickets.
Trend Identification: Identify trends in support tickets and drive permanent resolution of frequently occurring, high-impact issues.
Product Improvement: Collaborate with cross-functional teams to improve products and enhance customer experiences.

Learning & Development Opportunities:

Technical Skill Development: Develop expertise in Tableau, data analytics, and other relevant technologies.
Leadership Development: Hone leadership and coaching skills through team management and mentoring opportunities.
Industry Connections: Engage with industry peers and attend relevant conferences and events to stay current on best practices and emerging trends.

📝 Enhancement Note: This role presents significant challenges and growth opportunities, requiring strong leadership, technical proficiency, and a customer-centric mindset to drive exceptional customer service and continuous improvement.

💡 Interview Preparation

Technical Questions:

Customer Scenario: Describe a complex customer support scenario and how you would approach it to ensure a positive customer experience and timely resolution.
Process Improvement: Explain a support process you've improved in a previous role and the results you achieved.
Team Management: Discuss your approach to coaching and developing team members, and provide an example of a successful coaching experience.

Company & Culture Questions:

Customer Success: How do you prioritize customer needs and ensure exceptional customer service?
Innovation: Describe a time when you drove innovation in a support process or customer experience.
Collaboration: Explain how you've worked with cross-functional teams to drive product improvement and customer satisfaction.

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: The interview process for this role is comprehensive and designed to assess both technical proficiency and leadership capabilities. Strong preparation and a customer-centric mindset are essential for success.

📌 Application Steps

To apply for this Senior Manager, Technical Support Engineering (Tableau) position at Salesforce:

Customize Your Application: Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in technical support, team management, and customer service.
Prepare for Technical Interviews: Brush up on your knowledge of Tableau, data analytics, and support processes. Practice problem-solving scenarios and prepare examples of your leadership and coaching experiences.
Research Salesforce and Tableau: Familiarize yourself with Salesforce's company culture, values, and products. Understand Tableau's data visualization platform and how it integrates with Salesforce's Customer 360 platform.
Prepare for Behavioral Interviews: Reflect on your past experiences and be ready to discuss your approach to customer service, team management, and process improvement.

⚠️ 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.

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

Role-Specific Insights:

This role requires a strong balance of technical proficiency, leadership, and customer focus to drive excellence in technical support and customer satisfaction.
The ideal candidate will have experience in technical support, team management, and data analytics, with a proven track record of driving customer success and process improvement.
The role offers significant opportunities for career growth, technical skill development, and leadership experience within the Technical Support function.

Industry-Specific Context:

The Technical Support team at Salesforce plays a crucial role in maintaining customer satisfaction and driving product improvement.
The team works closely with cross-functional teams, including Product, Engineering, and Customer Success, to address customer needs and drive continuous improvement in support processes.
Salesforce values customer success, innovation, integrity, and collaboration to drive exceptional customer experiences and continuous improvement.

Interview Preparation Tips:

The interview process for this role is comprehensive and designed to assess both technical proficiency and leadership capabilities.
Strong preparation and a customer-centric mindset are essential for success in the interview process.
Candidates should be ready to discuss their approach to customer service, team management, and process improvement, with specific examples from their past experiences.

Senior Manager, Technical Support Engineering (Tableau)