Product Support Engineer
Provides frontline technical support to Japanese customers, diagnosing product issues, educating users, and coordinating resolution with engineering and customer-facing teams. Requires technical support experience, manufacturing or process engineering familiarity, and business-level Japanese and English.
About the job
Responsibilities
- Act as the frontline contact for customers needing support and provide timely, accurate, complete responses.
- Educate customers on the product, usage, and features.
- Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed.
- Escalate and follow up on complex cases with collaborators.
- Manage support workload and provide visibility into issue and resolution status.
- Continuously improve internal support processes and tools.
- Expand product documentation in the customer-facing knowledge base.
- Process business and technical information for customers and provide feedback to development teams.
- Participate in an on-call rotation, including occasional nights and weekends, for critical issues.
Requirements
- Technical product support experience working with customers through chat and web calls.
- Experience with ticketing systems such as Zendesk.
- Experience in manufacturing or process engineering.
- Familiarity with Atlassian tools such as Jira and Confluence.
- Collaborative approach to partnering with and managing multiple teams to resolve issues.
- Exceptional written and oral communication skills.
- Business-level English for internal communication and English-language knowledge-base support.
- Business-level Japanese for communication with Japanese customers and internal teams and for handling Japanese materials.
- Valid Japanese work visa at the time of application; visa sponsorship is not provided.
Preferred Technical Experience
Intermediate
- APIs and HTTP, including POST, GET, and authentication.
- Shell scripting on macOS and UNIX.
Basic
- SQL, including PostgreSQL queries.
- MongoDB queries.
- Networking and cloud platforms, including AWS and Azure.
Compensation and Benefits
- Company equity.
- Learning and development benefit.
- Comprehensive social insurance package covering health, pension, employment, and workers' compensation.
- Commutation allowance.
- Remote work environment in Japan for 2026, with plans to open an office in 2027.
- Hybrid work style is listed among the working arrangements.
Skills
Zendesk, Jira, Confluence, APIs, Http, Shell Scripting, macOS, Unix, SQL, Postgres, MongoDB, AWS, Microsoft Azure, Networking, Knowledge Bases
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