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Job CategoryCustomer Success
Job 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.
<私たちのチームについて>
私たちのチームは、お客様のビジネスの中核を担うミッションクリティカルなサービスに対し、最高品質の技術サポートを提供するエキスパート集団です。日々発生する複雑な技術的課題に対し、深い知識と探求心をもって対峙し、サービスの安定稼働とお客様の成功に直接的に貢献しています。
多様な専門性を持つエンジニアが、それぞれの強みを活かし、互いに刺激し合いながら、より高度な技術領域へと挑戦を続けています。今回は、チームの技術力と問題解決能力をさらに高めてくれる、新たな仲間を募集します。
すべてのエンジニアがその能力を最大限に発揮し、キャリアを追求できるインクルーシブな環境で、あなたの経験を活かしてみませんか。
<業務内容>
あなたのこれまでのご経験や専門性を最大限に活かせるよう、技術的な深掘りが可能な業務を中心にお任せします。
チームの一員として、サービスの安定稼働と品質向上に貢献していただきます。
■主な業務内容
Slack、Salesforce、Google Workspace といったツールに加え、Splunk などの専門的なツールも活用し、以下の業務を担当します。
技術的な問題解決と調査:
お客様からエスカレーションされた、定型的な対応では解決が難しい技術的な問い合わせの調査・分析・解決。
ログデータ(Splunk等)の詳細な分析を通じた、障害の根本原因の特定と恒久対策の立案。
再現性の低い複雑な事象に対する、多角的な切り分けと検証作業。
プロアクティブなサポートと改善提案:
システムのモニタリングデータから障害の予兆を検知し、事前に対策を講じるプロアクティブな活動。
お客様システムの構成や利用状況を分析し、安定性やパフォーマンス向上のための改善提案。
サポート業務で得られた知見を基にした、ナレッジベースの構築やドキュメントの整備。
チームおよび他部門との連携:
CSM(カスタマーサクセスマネージャー)や他のサポートエンジニアと連携し、お客様への技術的な報告や説明を実施
監視システムのチューニングやツールの作成
チームメンバーへの技術的な助言やサポート、若手メンバーの育成支援
※ 電話対応について:
お客様との高度な技術的コミュニケーションにおいて、必要に応じて電話やWeb会議での対応が発生する場合があります。ただし、コミュニケーション手段はご本人の特性や希望を最大限考慮し、他のエンジニアやマネージャーの同席、他のエンジニアによる代替も可能です。
<この仕事の魅力とキャリアパス>
高度な専門性の追求:
クラウドアーキテクチャ、大規模システムのトラブルシューティングなど、技術者として市場価値の高い専門スキルを深く追求できます。
問題解決への貢献:
複雑な課題を自らの手で解決に導き、お客様のビジネスに直接貢献する大きなやりがいを感じられます。
エキスパートへの道:
将来的には、特定技術領域のスペシャリストや、チームの技術選定やアーキテクチャ設計をリードするテックリードなど、専門性を軸としたキャリアを築くことが可能です。
<応募資格>
職責には以下が含まれますが、これらに限定されるものではありません。
Salesforce 製品における標準機能および、お客様のカスタマイズ項目のトラブルシューティングの支援
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、および問題解決の専門知識の提示
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への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
ナレッジ文書の作成と管理
<必須要件>
ビジネスレベルの日本語能力、および翻訳ツール等を活用した英語の技術文書の読解力
以下のいずれかにおける3年以上の実務経験
ネットワーク(TCP/IP, HTTP/HTTPS)に関する基礎知識
コンピューターサイエンスまたは同等の経験の学士号
テクニカルサポートまたはサービス関連での職種、テクニカルアカウントマネージメントにおける経験
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
データベースの概念とデータ管理(RDBMS)およびSQLの知識
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
XMLの知識、サーバー間Webサービス(SOAP)の使用経験があれば尚可
フロントエンドWeb層(JavaScript、AJAX、HTML、DHTML、CSS、およびクロスブラウザー開発)とバックエンド(Java、.Net、SQL)ソフトウェア開発の双方の知識
<歓迎要件>
SaaS サポートの業務経験
クラウドプラットフォーム(AWS, Azure, GCP等)の設計・運用経験
Splunk、Datadog、New Relic 等の監視・分析ツールの利用経験
何らかのプログラミング言語(Python, Go, Shell等)でのスクリプト作成・自動化経験
顧客への技術的な説明や折衝の経験
Salesforce の業務利用経験
Salesforce 関連の有資格者
Certified Salesforce Administrator (ADMIN201)
Certified Application Builder (APP BUILDER)
Certified Salesforce Developer (DEV401)
Certified Salesforce Developer (DEV501)
<働き方・就業環境>
一人ひとりが自分らしく、安心して働き続けられる環境を提供します。
選考にあたって合理的配慮が必要な方はこちらのEmailアドレス宛にお知らせください。
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 require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
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.Show more Show less
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