Tableau Senior Technical Support Engineer - Japanese speaking

at  Salesforce

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 Category
Customer Success
Job Details

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 that impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of 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 toward resolving critical and sophisticated issues.
• Use skills in debugging to identify steps to reproduce the issue, determine the 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 as well as Product Management teams. As a 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 the 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 Customer Success Managers, Sustaining Engineering, and Sales Consultants to resolve sophisticated challenges.

YOUR RESPONSIBILITIES INCLUDE…

• Effectively connect with Japanese customers via email, phone, and web meetings in Japanese covering the night time of Japan to ensure our client’s effective use of Tableau products.
• Perform in-depth diagnosing to identify root causes while speaking the customer’s language and communicating with them accordingly. Use excellent judgment while connecting with customers for maximum effectiveness and customer satisfaction.
• Coordinate with Tableau Server customers to implement successful server launches, and resolve sophisticated technical problems associated with deployment.
• Collaborate and coordinate with Tableau Desktop/Prep customers to successfully integrate (installation and 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.
• Partner with customers and support them optimize the utilization 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 causes, and 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 sales and development teams.
• 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 process
• Collaborate 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.