# Swarm Lead - Salesforce Nightforce Japan Support

**Company**: Salesforce
**Location**: London
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/United-Kingdom---London/Principal-Technical-Support-Engineer_JR365958?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/swarm-lead-salesforce-nightforce-japan-support-e6cd41b7-45a/

## Description

Salesforce is seeking a highly collaborative multilingual person for a swarm lead position needing existing technical support experience and understanding of escalation management in an enterprise cloud-based platform.

The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. As a Swarm Lead with Support Engineers, you are the first point of contact for customers experiencing technical challenges after hours. You own the complete end-to-end customer experience for the EMEA shift.

**Service Delivery:**

- Monitors incoming cases or swarms to ensure swarm requests are answered in a timely manner. Taps people within the swarm to assist, assists or networks to help find resources to assist as needed.

- Drives collaboration with late-shift engineers, Nightforce teammates or other tech leads to drive best practices and provide urgent support

- Conducts mentoring and best practices sessions with team members.

- Identifies opportunities for upskilling and enablement within the team.

- Creates knowledge content and fosters a culture of Knowledge sharing on the team

- Engages the right resources and works with duty managers to ensure the correct information is shared with the right members during critical events

- Proactively initiates swarming activities on cases as needed if a case appears to be stuck and in need of movement

- Motivates team and drives efficient resource usage during incidents or urgent case handling

- Owns Cases to maintain technical skills or grow skills into new areas

- Raises Top Case Drivers (TCD) and Enablement gaps to support leadership and Cloud Lead for action

- Collaborates with Frontline Managers to provide feedback on swarm members that may be helpful in manager coaching conversations.

- (Geo specific) Flexible to work in shifts as per the business requirements

- Collaborating with all Salesforce teams efforts and ensuring we are a single point of contact for all post-sales support activities.

**Requirements:**

- Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.

- Relevant cloud certifications in Sales, Service, Platform and Marketing Cloud

- High collaboration, influential, mentoring and customer-focused competencies

- Fluent proficiency in Japanese

- Business level proficiency in reading & speaking English

- Demonstrated skill in Customer Support or Customer Service in a customer-facing role

**Nice to Have:**

- Fluent proficiency in writing & speaking Japanese

- Professional proficiency or above in reading & speaking Korean

- Professional proficiency in writing & speaking English

- Technical support experience in a critical environment or Backup Swarm Lead experience

- Additional cloud certifications beyond minimum required

- Trailhead Ranger

- Understanding of standard web technologies. E.g. Managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.

- Experience with reading/writing HTML and CSS

- Understanding of Internet technologies: firewalls, web servers, proxy servers, SSL, TSL, HTTPS, CDN etc…

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## Skills

### Required
- Cloud certifications
- Customer Support
- Japanese
- English
- Computer Science
- Korean

### Nice to have
- HTML
- CSS
- Internet technologies
- Trailhead Ranger

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/United-Kingdom---London/Principal-Technical-Support-Engineer_JR365958?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)