Senior Technical Support Engineer

Company Description
Fast forward to today, and our client has become a global leader, providing cutting-edge AI-powered technology to more than 8,100 customers, including 85% of the Fortune 500®. Their intelligent, cloud-based platform seamlessly connects people, systems, and processes, enabling organizations to work smarter, faster, and more efficiently. But this is just the start of their journey. Join them as they pursue their mission to make the world work better for everyone.

Job Description
What you’ll do in this role:

As a Support Engineer, you’ll be part of a global team responsible for guiding customers through critical technical issues, ensuring quick and effective resolutions. The customer’s experience is central to everything we do in support engineering, as we strive to ensure their success and enhance the overall health of the platform.

In this role, you’ll handle technical cases where customers need assistance with troubleshooting unexpected behaviors or answering questions about the platform. A successful candidate will excel in delivering exceptional customer service through various channels, including web, chat, email, case updates, and direct phone support.

You’ll need to understand the platform's core functionalities and use diagnostic tools to pinpoint potential issues. While you'll be expected to manage and resolve complex cases independently, there will be instances where collaboration with other teams will be necessary. Creativity in problem-solving, teamwork, and flexibility will be key to thriving in this role.

Additionally, your experience with customers will give you a unique perspective on product and process improvements, enabling you to provide valuable feedback to different business units.

Qualifications:

As a Senior Technical Support Engineer, you'll leverage your expertise and passion for the platform to help customers resolve their most complex issues. You will provide technical guidance and manage escalations while ensuring customer satisfaction.

To succeed in this role, you’ll need:

Valid legal authorization to work in Japan
Business-level fluency in both Japanese and English
4+ years of experience in technical support
Ability to troubleshoot complex technical issues and clearly explain solutions
Basic Java/JavaScript code-reading skills
Experience with relational databases (e.g., MySQL, Oracle)
Linux and/or UNIX experience
A solid understanding of web application stacks

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Not sure if you meet every qualification? We still encourage you to apply! We value diversity and inclusivity, welcoming candidates from all backgrounds, including those with non-traditional career paths. Your unique experiences and willingness to dream big make you an outstanding candidate!

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