Senior Technical Support Representative
Provides hands-on technical support and deep diagnostics for enterprise drone, cloud, networking, and media-streaming issues. The role requires at least four years of technical or customer-facing support experience, strong network security knowledge, and fluency in English and Japanese.
About the job
Responsibilities
- Provide timely technical support to enterprise customers and partners.
- Diagnose drone and cloud issues involving firmware, mission configuration, media streaming, networking, and autonomous-flight behavior.
- Analyze logs, incident tickets, and internal documentation to identify root causes and recommend mitigations.
- Collaborate with Product, Engineering, Technical, Logistics, and Go-To-Market teams on issue prioritization, escalations, and resolutions.
- Troubleshoot the Internet Protocol Suite, cellular modems, wireless point-to-point radios, Wi-Fi mesh networks, and carrier mobile networks.
- Support and optimize network-connected devices, streaming applications, streaming APIs, and mixed wireless media streams.
- Contribute customer insights that influence product specifications, capabilities, and roadmap decisions.
- Work on tactical and strategic projects as needed.
- Travel 20–40% of the working year and work flexible or after-hours schedules when required.
Requirements
- At least 4 years of experience in B2B operational, technical, customer-facing success, or support roles.
- Strong technical troubleshooting, problem-solving, triage, and escalation skills.
- Strong understanding of network security and IPsec across multiple networks.
- Experience supporting or troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs such as WebRTC and REST.
- Demonstrated expertise troubleshooting and optimizing network-connected devices over Wi-Fi mesh and carrier mobile networks.
- Experience optimizing media streaming over mixed wireless networks.
- Hands-on experience with network diagnostic tools.
- Familiarity with Linux operating systems preferred.
- Fluent in English and Japanese.
- Willingness to work onsite five days per week in Tokyo, Japan.
- Excellent interpersonal and written communication skills.
Nice-to-haves
- Scripting experience with Bash, PHP, or Python.
- Familiarity with RMA, spares, logistics, or repair workflows.
- Value Added Reseller or OEM partner support operations/program experience.
Skills
Network Troubleshooting, Ipsec, Webrtc, Rest, Wi-Fi, Linux, Bash, PHP, Python, Network Diagnostics, Cellular Networks, Media Streaming
Similar jobs
Support Engineering jobs
OpenAI
Tokyo, Japan
Provides advanced technical support to enterprise customers by troubleshooting APIs, integrations, authentication, and production incidents. Requires 8+ years of technical support or engineering experience plus fluent Korean and English.
Databricks
Tokyo, Japan
Provides advanced technical support and architectural guidance for Databricks Platform customers in Tokyo, troubleshooting complex data and cloud issues and coordinating escalations. Requires 4+ years of application development experience, strong SQL and Linux skills, cloud expertise, and Japanese-English proficiency.
OpenLoop
Remote
Own recurring supply chain operations including pharmacy partner invoicing, demand translation, capacity planning, and reporting. The role requires 5+ years of relevant experience, advanced spreadsheet modeling, and strong operational process ownership in a fast-changing environment.
Databricks
Japan
Resolves complex Databricks customer escalations by analyzing logs and metrics, troubleshooting distributed data environments, and bridging frontline support with engineering. The role requires 7+ years of experience, strong Python or Shell scripting, cloud expertise, Linux and networking skills, and a bachelor's degree.
PlanetScale
Remote
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.