Portrait of Xin Li

Xin Li

Trilingual Cloud Architect

Career Summary

Trilingual senior technical support engineer with 15+ years of experience across ServiceNow, Google Cloud Platform, Salesforce, backup, storage and enterprise infrastructure. Strong record of diagnosing complex customer issues, coordinating with engineering and product teams, and communicating clearly with global stakeholders in Japanese, English and Chinese. Combines hands-on troubleshooting, platform configuration, scripting and customer success skills to restore service quickly and improve long-term system reliability.

Work Experience

Senior Technical Support Engineer

ServiceNow Japan
Nov 2021 - Present

Provide advanced technical support for enterprise ServiceNow customers, with a focus on issue analysis, incident resolution, platform behavior, configuration, scripting and integrations. Translate complex technical findings into clear customer guidance while collaborating with internal engineering and cross-functional teams to drive durable resolutions.

Key contributions:

  • Support Japanese enterprise customers through high-priority platform incidents and service-impacting issues.
  • Analyze logs, configurations, integrations and scripts to isolate root causes and recommend practical fixes.
  • Coordinate escalations with engineering and product teams while keeping stakeholders aligned on impact, progress and next steps.
  • Strengthen customer confidence by combining technical depth with calm, precise communication in Japanese.

Technologies used:

  • ServiceNow Platform
  • JavaScript
  • ITSM
  • Integrations

SME - Platform, Technical Solutions Representative

EPAM Systems on behalf of Google
Sep 2018 - Oct 2021

Delivered advanced technical support for Google Cloud Platform customers, covering cloud infrastructure, platform services, troubleshooting, escalation management and best-practice guidance. Served as a subject matter expert for platform issues and helped global customers move from symptoms to root cause and resolution.

Key contributions:

  • Supported global customers in English, Chinese and Japanese through email, phone and conference calls.
  • Investigated complex GCP platform issues, reproduced problems where needed and documented resolution paths.
  • Partnered with Google engineering and product teams to escalate defects, clarify expected behavior and reduce recurrence.
  • Guided customers on reliability, scalability and operational best practices for cloud environments.

Technologies used:

  • Google Cloud Platform
  • PaaS
  • Salesforce Service Cloud
  • Linux

Bilingual Salesforce Developer

Cognizant Japan
Dec 2017 - Aug 2018

Provided Salesforce and Java technical support for Zurich Insurance, combining application development, testing and production support responsibilities in a bilingual environment.

Key contributions:

  • Developed and maintained Salesforce features using Apex, Visualforce and Java-based integrations.
  • Prepared testing, validation and technical documentation for business-critical changes.
  • Worked with business and technical stakeholders to clarify requirements and resolve application issues.

Technologies used:

  • Salesforce
  • Apex
  • Visualforce
  • Java
  • ETL

Salesforce Consultant

Grid Research
Aug 2015 - Nov 2017

Consulted on Salesforce implementation and enhancement projects, supporting configuration, custom development, testing and stakeholder communication.

Key contributions:

  • Translated business requirements into Salesforce configuration and development tasks.
  • Built and maintained custom Salesforce functionality with Apex and Visualforce.
  • Supported testing, defect triage and release preparation across project phases.

Technologies used:

  • Salesforce
  • Apex
  • Visualforce

Senior QA Engineer / Field Engineer / Lab Administrator

Symantec
Mar 2008 - Apr 2015

Held QA, field engineering and lab administration responsibilities for backup, storage and availability products, bridging product quality, customer requirements and technical delivery.

Key contributions:

  • Designed test plans, scenarios, scripts and procedures for enterprise backup and storage products.
  • Communicated effectively with domestic and international customers on technical requirements and product behavior.
  • Partnered with sales teams to understand customer environments, provide technical validation and support product adoption.
  • Maintained lab environments for testing, troubleshooting and demonstration activities.

Technologies used:

  • NetBackup
  • Storage Foundation
  • Disaster Recovery
  • High Availability

Skills & Tools

Languages

  • Japanese: JLPT N1
  • English: TOEIC 945

Cloud & SaaS Platforms

  • ServiceNow Platform
  • Google Cloud Platform
  • Salesforce Admin / Developer

Backup & Storage

  • NetBackup
  • Storage Foundation

Technical Strengths

  • DevOps
  • Unix / Linux
  • JavaScript
  • Apex
  • Java
  • Git
  • Root Cause Analysis
  • Incident Management
  • Test Planning

Education

  • Bachelor of Software Engineering
    Chengdu University of Information Technology
    2002 - 2006

Certifications

  • Certified Technical Architect (CTA)
  • Certified Implementation Specialist - Vulnerability Response (CIS-VR)
  • Certified Implementation Specialist - Human Resources (CIS-HR)
  • Certified Implementation Specialist - IT Service Management (CIS-ITSM)
  • Certified Implementation Specialist - Customer Service Management (CIS-CSM)
  • ServiceNow Certified Application Developer (CAD)
  • ServiceNow Certified System Administrator (CSA)
  • Google Cloud Professional Cloud Architect
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Administrator
  • Salesforce Certified Platform Developer I

Languages

  • Chinese (Native)
  • English (Professional, TOEIC 945)
  • Japanese (Professional, JLPT N1)

Working Style

  • Customer-focused troubleshooting
  • Cross-cultural communication
  • Continuous learning