Salesforce Senior Technical Support Engineer - MuleSoft 

Japan, Tokyo 

429258865

Job Category

Job Details

Role Responsibilities:

• お客様の技術的な課題を解決に導くためのサポート（トラブルシュート、状況報告など）
• 社内外の関連部門と連携し、お客様の問題解決をリード
• お客様の期待値を正しく設定し、お客様の体験を良いものにし、お客様満足度を最大化
• 製品機能に関する知識を深め、お客様への最適な利用方法やベストプラクティスを提案
• お客様からの問い合わせ内容に基づき、ナレッジベース記事の作成や開発者コミュニティへの貢献
• 日々の業務を通じて、分析力、調査力、問題解決能力を向上

Role Requirements:

• 英語:技術ドキュメントの読解や、社内コミュニケーションに抵抗がない
• 豊富な分析、調査、問題解決の能力と経験
• 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
• オブジェクト指向言語の理解（特に Java）
• RESTやSOAPなどウェブベースサービスの理解、WSDLの解釈、生成、並びに利用
• インターネット技術のトラブルシューティング(HTTP, TLS, TCP/IP, VPN, firewalls, web servers, proxy serversなど)

Preferred Requirements:

• 3年以上のテクニカルサポート経験
• 2年以上のシステム開発、構築、運用経験
• 各種 Integration 製品の開発・運用経験
• クラウドベースソリューションの経験（AmazonAWS、Microsoft Azure等）
• Kubernetes, Amazon Elastic Kubernetes Service (EKS), Azure Kubernetes Service (AKS)などのコンテナ化されたマイクロサービスアプリケーションの開発、運用経験
• HTTP, HTML, CSS, JavaScript, XML, JSONの理解と、Java, .NET, またはPHPのいずれかでの3年以上のウェブまたはAPIアプリケーションの開発経験
• Windows環境でのデスクトップアプリケーションの開発またはサポートの経験
• ブラウザの開発者ツールを利用したトラブルシュート経験
• 各種ログの分析やデバッグの経験
• TCPDump の取得と解析経験
• HeapDump や ThreadDump などによる Javaアプリケーションの解析・トラブルシュート経験
• Linux での Core ダンプ、Windows でのメモリダンプなどの解析経験
• HAR や Fiddler などのツールを利用した HTTP 通信取得と解析経験
• 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
• RDBMSおよびSQLの知識と経験
• Linux / UnixベースOSの経験
• Salesforce CRM アプリケーションの経験

Additionally, through troubleshooting of microservices composed of multiple API applications and the latest container technologies, you will develop practical, deep knowledge and experience. As a professional who supports customers in overcoming their technical challenges, you are expected to deliver value that exceeds expectations and guide them toward success.
Role Responsibilities:

• Assist customers in resolving technical issues (troubleshooting, status reporting, etc.).
• Collaborate with relevant internal and external departments to lead the resolution of customer issues.
• Set customer expectations correctly to ensure a good customer experience and maximize customer satisfaction.
• Develop knowledge of product features and recommend optimal usage and best practices to customers.
• Create knowledge base articles and contribute to the developer community based on customer inquiries.
• Improve analytical, research, and problem-solving skills through daily work.
• Proactively help others around you to maximize your performance as a team.

Role Requirements:

• Japanese: fluent speaking and reading/writing.
• English: reading documents, understanding training, internal communication via chat and email.
• Extensive analytical, research and problem solving skills and experience.
• Experience prioritizing issues and escalating effectively.
• Understanding of object-oriented languages.
• Understanding of web-based services such as REST and SOAP; interpretation, generation, and use of WSDL.
• Troubleshooting Internet technologies (HTTP, TLS, TCP/IP, VPN, firewalls, web servers, proxy servers, etc.).
• Agree to participate in shift work to provide after-hours services as hours may vary based on business requirements.
  

Preferred Requirements:

• 3+ years of technical support experience.
• 2+ years of system development and operation experience.
• Experience developing and operating various Integration products.
• Experience with cloud-based solutions (Amazon AWS, Microsoft Azure, etc.).
• Experience developing and operating containerized microservices applications such as Kubernetes, Amazon Elastic Kubernetes Service (EKS), Azure Kubernetes Service (AKS)
• 3+ years of experience developing web or API applications in Java, .NET, or PHP with an understanding of HTTP, HTML, CSS, JavaScript, XML, and JSON.
• Experience developing or supporting desktop applications in a Windows environment.
• Experience troubleshooting using browser developer tools.
• Experience analyzing and debugging various logs.
• Experience obtaining and analyzing TCPDump.
• Experience analyzing and troubleshooting Java applications using HeapDump, ThreadDump, etc.
• Experience analyzing Core dumps on Linux, memory dumps on Windows, etc.
• Experience acquiring and analyzing HTTP communications using tools such as HAR and Fiddler.
• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
• Knowledge and experience with RDBMS and SQL.
• Experience with Linux / Unix based operating systems.
• Experience with Salesforce CRM applications.

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