To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success GroupJob DetailsPlease note: Bilingual proficiency in English and Japanese is vital for this opportunity. What you'll be doing... As a key member of the Tableau Premium Support team, you will primarily collaborate with Tableau's enterprise customers of server/ core server products, while supporting their post-sales installation journey, configuration and set up tasks, or Tableau Desktop products, proactively assisting them with post-sales installation, data connectivity, performance and analysis of data.Responsibilities include triaging and resolving highly sophisticated, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption for our products.Apply in-depth engaged diagnostic technical fixing skills to identify customer issues and perform root cause analysis.Apply system, database, and application knowledge towards resolving critical and sophisticated issues.Use skills in debugging to identify steps to reproduce the issue, determine likely cause, and prepare detailed, concrete bug reports for Engineering. Throughout the case resolution process, maintain superb relationships with the customer by keeping them informed throughout and ensure continued collaboration with Engineering and Product Management teams. As customer advocate, provide detailed feedback to Engineering and Product Management on feature enhancements to improve supportability and product quality.It is vital to ramp up quickly in knowledge of Tableau’s Desktop and Server Products, including licensing, activation-related installation specifications/settings, and configuration requirements for optimal product performance. In addition to working with customers, the Technical Support Engineer will routinely work closely with Technical Support, Sustaining Engineering and Sales Consultants to resolve sophisticated challenges. Some things you’ll be doing include…Effectively connect with Japanese customers via email, phone and other electronic methods in Japanese covering the night shift of JST to ensure client’s effective use of Tableau products. Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills. Perform in-depth diagnosi to identify root cause while speaking customer's language and communicating with them accordingly. Use excellent judgment while connecting with customers for maximum effectiveness and customer satisfaction.Coordinate with select server and core server clients to implement successful server launches, and resolve sophisticated technical problems associated with deployment.Collaborate and coordinate with Tableau Desktop clients to successfully integrate (installation, data connectivity, analysis and performance) the application into their business, and to resolve highly sophisticated technical issues associated with integration.Apply in-depth diagnosing and fixing skills along with knowledge of systems, databases, and applications to get to the root cause of the client's issue. Set up test environments to mirror customer's set-up, write test scripts, and perform tests using customer’s data or representative data. Apply solid test methodology and debugging skills to narrow down the problem as needed. Communicate effectively to Sustaining Engineering's step-by-step instructions to replicate the issue and findings and establish the root problem.Partner with customers and support them optimize the utilisation of Tableau software by listening and understanding the customer’s request thoroughly, combined with in-depth technical knowledge to assist them efficiently and appropriately. Lead support case resolution efforts for customer cases by using fixing and debugging good practices, identifying root cause, communicating bugs to Sustaining Engineering in a manner that requires little to no additional research on the part of the Engineer. Grow strong partnerships with the extended team.Extensively research and document customer software and technical issues as Knowledge Base articles as appropriate, relying on system, application and database knowledge, research and reproduction issues. Use excellent written communication skills to build and contribute to relevant documentation that will be applied to the external Knowledge Base used by Tableau customers.Use Knowledge Base information as a resource to resolve customer issues, researching the Knowledge Base as a step in the fixing processCollaborate with Product Management, Sustaining Engineering, Sales Consultants, and extended Technical Support team to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid multi-functional relationships.Mentor Technical Support Specialists in researching, resolving and documenting customer server issues, including bug reports, etc.Raise support cases and priority issues to management as appropriate using good judgment in when and how to call out the issues.Maintain appropriate case- and customer-related files and records.Prioritize customer cases and company projects effectively, communicating priorities and plans to management. Who you are...Highly Technical. Superb understanding of relational databases; Proven knowledge of Windows and Linux, networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.Problem Solver. You are an effective problem solver with a curiosity about technology. Others might describe you as a highly creative, curious technologist, and you have excellent research skills.Bilingual in English & Japanese. Excellent proficiency in both Japanese and English. Work experience with Japanese business customers is required. Organized. You have an uncanny ability to juggle and prioritize an impressive volume of workload and handle details accurately and in a timely manner under pressure. Your interpersonal skills are impeccable.Domain. Degree or relevant experience preferred.Expert. Relevant experience in Customer Service or supporting enterprise critical applications.Detail Oriented. You have the ability to multitask and handle frequent interruptions.You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world! AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.
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