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Job Category
Customer SuccessJob Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
Service Cloud サポートエンジニアは、お客様が直面している課題に対して高い技術力を発揮し問題解決に向けて取組み、カスタマーサポートのスペシャリストとして、お客様が技術的チャレンジを乗り越えるお手伝いをすることによってお客様を成功に導きます。
テクニカルサポートエンジニアは、高い技術力と迅速、丁寧、的確なサポートサービスを提供し、顧客満足度を最大化することで、Salesforce の成長に貢献することをミッションとしています。
以下の職責が含まれますが、これらに限定されるものではありません。
職責:
・担当分野の製品機能における技術的専門性の確立および保持
・卓越した分析、トラブルシューティング、および問題解決
・お客様期待値および顧客体験の管理による顧客満足度の最大化
・業務に関連するトレーニングの機会の提供、積極的かつ継続的な参加
・必要に応じて社内ツールやエスカレーションチームを活用しお客様の課題を効果的に調査・記録・優先度付けする能力、ならびに速度の速い環境下での効果的な時間管理能力の提示
・プレッシャーのかかる状況下でのマルチタスクと効率的な業務遂行（顧客対応含む）
・グローバルサポート/開発部門との連携
・ナレッジ文書の作成と管理
必須要件:
・3 年以上のエンジニアリング、プログラミング、またはテクニカルサポートの実務経験
・日本語（流暢な会話および読み書き）／英語（読み書き必須、会話尚可）
・分析、調査、問題解決の能力と経験（ログの分析やデバッグを含む）
・問題の優先順位付けと効果的なエスカレーションの経験
・インターネットテクノロジーの理解：ファイアウォール、ウェブサーバー、プロキシサーバーなど
・データベースの概念とデータ管理（RDBMS）および SQL の知識
・HTMLおよびCSSの解読、実装の経験
・スクリプト言語 (例 JavaScriptやjQueryなど) の開発経験
推奨要件:
・Salesforce CRMおよびそのテクノロジーの経験
・Amazon Connect（Amazon Web Service）の知識、実装、運用経験
・Web通信の基本知識（HTTPS, SSL/TLS, WebSocket等）とセキュリティトラブルシュート経験
・WebhookやREST APIを用いたトラブルシューティング経験
・非同期通信アーキテクチャに関する基本知識、APIイベントログの時系列分析経験
・XMLの知識、サーバー間Webサービス（SOAP）の使用経験
・システム連携技術の知識：コンピュータテレフォニー統合、データクレンジング／重複除外、データ複製、Salesforceオブジェクト間のトランザクションデータ
・クラウドベースソリューションの経験（Amazon AWS、Microsoft Azure等）
・オブジェクト指向設計とコアプログラミング概念の知識・経験（C, C++, Javaなど）
・マルチテナント、グリッド、パラレル、または分散コンピューティングアーキテクチャーの知識
・機械学習、生成 AI などの知識
・Certified Salesforce Administrator
・Certified Application Builder
・Certified Salesforce Service cloud consultant
・Salesforce Certified AI Associate
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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