Technical Support Engineer - Tableau

📍 Job Overview

• Job Title: Technical Support Engineer - Tableau
• Company: Salesforce
• Location: Tokyo, Japan
• Job Type: On-site
• Category: Technical Support

🚀 Role Summary

• Mission: Support Tableau customers by providing technical assistance, resolving issues, and ensuring customer satisfaction.
• Responsibilities: Serve as the primary point of contact for Tableau customers, addressing their technical inquiries and troubleshooting any issues they encounter.
• Collaboration: Work closely with various teams, including development, sustaining engineering, and sales engineering, to resolve customer issues and improve Tableau products.
• Growth: Develop technical skills and expertise in Tableau products and related technologies through hands-on experience and continuous learning opportunities.

💻 Primary Responsibilities

• Customer Support: Handle customer inquiries and troubleshoot technical issues related to Tableau products.
• Problem Resolution: Lead the resolution of complex technical issues, collaborating with internal teams as needed.
• Documentation: Maintain and update technical documentation to ensure accurate and up-to-date information is available to customers and internal teams.
• Collaboration: Work closely with various teams, such as development, sustaining engineering, and sales engineering, to resolve customer issues and improve Tableau products.
• Training: Conduct training sessions and workshops to educate customers on Tableau products and best practices.
• Feedback Collection: Gather customer feedback to improve Tableau products and services.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Computer Science or a related field, or equivalent experience.

Experience:

• Proven experience (over five years) in supporting mission-critical commercial software applications.
• Strong knowledge of relational databases and networking.
• Familiarity with Tableau products is a plus.

Required Skills:

• Excellent communication skills in Japanese and English (TOEIC 700 or above).
• Strong problem-solving skills and attention to detail.
• Ability to work independently and in a team environment.
• Proficiency in using various tools and technologies to troubleshoot and resolve technical issues.

Preferred Skills:

• Experience with Tableau products.
• Familiarity with Agile methodologies and software development processes.
• Knowledge of customer relationship management (CRM) systems.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured portfolio showcasing previous technical support or customer service projects.
• Examples of successful problem resolution and customer satisfaction strategies.
• Documentation of technical skills and expertise in relevant technologies.

Technical Documentation:

• Detailed case studies or project documentation demonstrating problem-solving skills and technical proficiency.
• Examples of customer feedback or testimonials highlighting strong communication and customer service skills.

💵 Compensation & Benefits

Salary Range:

• The salary range for this role in Tokyo, Japan, is approximately ¥6,000,000 - ¥8,000,000 per year, depending on experience and qualifications.

Benefits:

• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company matching.
• Generous vacation and leave policies.
• Employee stock purchase plan.
• Tuition reimbursement and professional development opportunities.
• Discounts on Salesforce products and services.
• Employee assistance programs, including counseling and financial planning services.

Working Hours:

• Full-time position with standard working hours Monday through Friday, 9:00 AM to 6:00 PM, with a one-hour lunch break.
• Overtime may be required as needed to resolve customer issues.

🎯 Team & Company Context

Company Culture:

• Industry: Software as a Service (SaaS) and Customer Relationship Management (CRM).
• Company Size: Large (over 50,000 employees).
• Founded: 1999.
• Team Structure: The Technical Support team is part of the broader Customer Success organization, collaborating with various teams, including Sales, Product, and Engineering.
• Development Methodology: Agile methodologies are used to manage projects and improve products based on customer feedback.

Team Structure:

• The Technical Support team consists of various roles, including Support Engineers, Team Leads, and Managers.
• Each team member specializes in specific Tableau products or technologies, allowing for deep expertise and efficient issue resolution.

Development Process:

• The development process involves continuous improvement, with regular feedback collection and implementation of customer suggestions.
• Collaboration tools, such as JIRA and Confluence, are used to track progress and maintain transparency.

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

📈 Career & Growth Analysis

Web Technology Career Level:

• This role is an intermediate-level position within the Technical Support career path, focusing on customer support and issue resolution.

Reporting Structure:

• The Technical Support Engineer reports directly to the Team Lead or Manager, who provides guidance, mentoring, and performance feedback.

Technical Impact:

• The Technical Support Engineer plays a crucial role in maintaining customer satisfaction and ensuring the smooth operation of Tableau products.
• Their work directly influences the quality and reliability of Tableau products, as well as the overall customer experience.

Growth Opportunities:

• Technical Specialization: Develop expertise in specific Tableau products or technologies, becoming a go-to resource for internal teams and customers.
• Team Leadership: Transition into a Team Lead or Manager role, overseeing a team of Technical Support Engineers and driving team success.
• Product Management: Move into a Product Management role, focusing on customer needs and driving product development and improvement.
• Customer Success: Pursue a career in Customer Success, focusing on customer retention, upselling, and customer satisfaction.

🌐 Work Environment

Office Type: Modern, open-plan office space with collaborative work areas and dedicated quiet spaces.

Office Location(s): The primary office is located in Tokyo, Japan, with additional offices in other major cities worldwide.

Workspace Context:

• Collaboration: Open workspaces encourage team interaction and collaboration, with dedicated meeting rooms and breakout areas available for focused work.
• Technology: Each workstation is equipped with high-performance hardware, multiple monitors, and specialized software tools for efficient issue resolution.
• Work-Life Balance: Flexible work arrangements, including remote work options, are available to support work-life balance.

Work Schedule:

• Standard working hours are Monday through Friday, 9:00 AM to 6:00 PM, with a one-hour lunch break.
• Overtime may be required as needed to resolve customer issues, with compensation provided for additional hours worked.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to discuss the role, qualifications, and initial fit.
2. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, technical expertise, and customer support capabilities.
3. Behavioral Interview: A structured interview focusing on communication skills, customer focus, and cultural fit.
4. Final Interview: A meeting with the hiring manager or team lead to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

• Highlight successful problem resolution cases and customer satisfaction strategies.
• Include examples of technical documentation and customer feedback.
• Showcase strong communication skills and customer focus throughout the portfolio.

Technical Challenge Preparation:

• Brush up on Tableau products, their features, and common issues.
• Practice problem-solving skills and attention to detail.
• Familiarize yourself with the Tableau community and resources, such as the Tableau Community Forum and Tableau Help Center.

ATS Keywords:

• Technical Support, Problem Solving, Customer Service, Communication, Networking, Database Management, Software Troubleshooting, Team Collaboration, Documentation, Training, Leadership, Time Management, Bilingual Communication, Analytical Skills, Attention to Detail, Service Orientation, Tableau, Customer Success, CRM, Agile Methodologies, Customer Relationship Management, Customer Satisfaction, Customer Experience, Customer Feedback, Customer Retention, Customer Upselling.

📌 Application Steps

To apply for this Technical Support Engineer - Tableau position:

1. Submit your application through the provided link.
2. Prepare a well-structured portfolio showcasing previous technical support or customer service projects, problem resolution strategies, and customer satisfaction examples.
3. Tailor your resume to highlight relevant skills and experiences for this role, emphasizing technical support, problem-solving, and customer service capabilities.
4. Practice problem-solving skills, attention to detail, and strong communication skills for the technical assessment and interviews.
5. Research Salesforce, Tableau products, and the company's customer success initiatives to demonstrate your understanding and enthusiasm for the role.

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