Senior Technical Support Specialist

Responsibilities

• Provide fast-paced product and technical support to DataVisor clients through the support ticketing system.
• Triage support requests effectively and maintain prioritization.
• Monitor and manage internal alerts and dashboards related to system health, including API throughput and latency, UI functionality, batch data pipelines, data backup, and high-availability failover systems.
• Develop and maintain deep knowledge of DataVisor products, system architecture, and customer use cases to independently support basic product and system requests.
• Collaborate with Infrastructure, Platform, Frontend, QA, and Product teams to escalate serious product bugs and system issues.
• Facilitate issue investigation, root-cause analysis, and internal and external progress updates.
• Clearly communicate issues, technical explanations, root causes, and workaround suggestions to internal teams and customers.
• Use Zendesk and Jira to document symptoms, reproduction steps, triage findings, engineering findings, workarounds, and solution plans.
• Analyze recurring support issues and trends and provide feedback on product enhancements and training.

Requirements

• 5–7 years of technical support experience in SaaS companies in the Big Data Analytics industry.
• 3+ years of experience using or supporting real-time data processing or Decision Engine products.
• B.A./B.S. degree in a technical, analytical, or engineering discipline.
• Excellent problem-solving and troubleshooting skills.
• Excellent communication skills and the ability to multitask in a fast-paced environment.
• Strong time and project management skills, with a focus on meeting deadlines.
• Ability to communicate technical information accessibly to non-technical employees.
• Process standardization and process improvement mindset.
• Temporary or permanent resident of Japan.
• Wednesday–Sunday work schedule to support client coverage across time zones.

Nice-to-haves

• Coding and database experience, such as Python, Java, or SQL.

Compensation and Benefits

• Annual salary range: JPY 7.2MM–11.8MM, commensurate with experience.
• Bonus.
• PTO.