Location
London

Hours
Flexible shifts as per business requirements, including night shifts to support follow-the-sun model

Salary
Negotiable

About the Role
Join Salesforce, the #1 AI CRM, where innovation meets trust and ambition drives action. As a Principal Technical Support Engineer and Swarm Lead on the Salesforce Nightforce Japan Support team, you will be the first point of contact for customers experiencing technical challenges after hours. You will own the complete end-to-end customer experience for the EMEA shift, providing 24/7/365 technical support in a fast-paced, client-focused global environment.

Your responsibilities include monitoring incoming cases or swarms to ensure timely responses, coordinating resources within the swarm, driving collaboration with late-shift engineers and other tech leads, and conducting mentoring and best practice sessions. You will identify upskilling opportunities, create knowledge content, and foster a culture of knowledge sharing. Additionally, you will engage the right resources during critical events, proactively initiate swarming activities to move stuck cases, motivate your team, and maintain or grow your technical skills.

You will collaborate closely with Frontline Managers to provide feedback on team members and work with duty managers to ensure accurate information sharing during incidents. This role requires a high level of collaboration across all Salesforce teams to serve as a single point of contact for all post-sales support activities.

At Salesforce, you will have the opportunity to unleash your potential with benefits and resources designed to support your work-life balance and accelerate your impact through AI-driven tools. Join us to shape the future of AI and redefine what’s possible for yourself and the world.

Experience
- Proven technical support experience in an enterprise cloud-based platform
- Experience in escalation management and customer-facing support roles
- Experience working in a critical environment or as a Backup Swarm Lead is advantageous

About you
- Highly collaborative with strong mentoring and customer-focused skills
- Excellent analytical and communication skills
- Fluent proficiency in Japanese (writing and speaking)
- Business level proficiency in English (reading and speaking)
- Flexible and adaptable to work shifts as per business needs
- Passionate about delivering outstanding customer support and driving team success

Qualifications
- Bachelor's degree in Computer Science or related field, or equivalent experience in a Systems Administrator role
- Relevant cloud certifications in Sales, Service, Platform, and Marketing Cloud are encouraged
- Additional cloud certifications beyond minimum requirements are a plus
- Trailhead Ranger status is desirable
- Understanding of standard web technologies such as DNS, DHCP, HTML, CSS, firewalls, web servers, proxy servers, SSL, TLS, HTTPS, CDN, etc.
- Professional proficiency in Korean (reading and speaking) and English (writing and speaking) is a plus