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Technical Support Engineer

ポジション名: Technical Support Engineer
雇用形態: 正社員
勤務地: Tokyo
給与: 7 - 10 Million Yen Annually
開始日: ASAP
リファレンス: 765204
担当者名: Roland Bolinth
求人公開日: November 27, 2018 16:30


Join a growing Data Management Solution firm as Technical Support Engineer in Tokyo.

In this position you provide enterprise-level assistance to my client’s customers around the globe - they pride themselves on providing the highest quality of support and believe this level of steadfast commitment truly showcases the uncompromising integrity of the company.

You will work together with 5 colleagues in the Technical Support Team and report to the Support Engineering Manager.

Your main job is to solve customer issues on different levels.


Things you will do:

  • Know our product inside and out. Because, from the customer's perspective, you are the most authoritative source of knowledge for our product offers.

  • Be reachable by email and live chat (and occasionally phone) for our existing customers.

  • Work off our CRM portal to provide first level technical assistance based on customer needs.

  • Partake in the on-call rotation to ensure the Service Level Agreements (SLA) for our Enterprise Support subscribers.

  • Provide step-by-step technical help, both written and verbal.

  • Help improve our knowledge base and documentation to reduce the team’s workload, increase the ratio of first-response-resolutions, and reduce time-to-close of support tickets.

  • Follow procedures for proper escalation of unresolved issues to appropriate internal engineering teams, including synthesizing the step to reproduce issues.

  • Prepare accurate and timely reports.


Required Skills

Your background and skills will include:

  • 3+ years previous experience in a Technical Support or a Solution Architect role for a SaaS-based product, as well as 5+ years of overall work experience.

  • Self-starter, self-driven, and willing to follow-through and seek answers to ongoing customer problems.

  • Ability to work independently, whether working remotely or not, as a member of a geographically dispersed team.

  • You are detail oriented and will look at all the possible ways in which the customer may be affected by an issue.

  • You love trying out new software and you think deeply about how things could be done better.

  • Articulate and personable with strong Japanese and English (spoken and written language abilities).

  • Solid skills with writing SQL queries and databases.

  • Familiar with programming and scripting languages (e.g., Java, JavaScript, Ruby, or Shell) and comfortable with developing simple business logic with at least one.

  • Well-acquainted with Business Intelligence tools like Tableau, Looker, Chartio, Splunk, etc.

  • Hands on familiarity with Amazon Web Services (AWS), Heroku, or other similar platform.

  • Hands on experience with help desk software (eg. Zendesk).

  • A Bachelor’s Degree in Computer Science or equivalent work experience.


Great if you:

  • Have experience with Hive/Hadoop and/or Presto.

  • Have knowledge of Android OS, iOS and/or Unity.

  • Have Exposure to Machine Learning at medium to large scale