Senior Support Engineer, JAPAC

CircleCI; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company is seeking a Senior Support Engineer to provide exceptional technical leadership and support to clients. The role involves collaborating with various teams to enhance customer success and requires strong technical skills and empathy for customers. Candidates should have experience in technical support and excellent communication skills in English and Japanese.

Qualifications

• 4+ years in technical product support or engineering.
• Exceptional communication skills in English and native/fluent Japanese.

Responsibilities

• Assist customers in resolving support tickets.
• Develop creative solutions for technical problems.
• Promote the CircleCI solution and participate in an on-call rotation.

Skills

Communication

Problem Solving

Customer Advocacy

Technical Support

Networking

Security

Quick Learning

Tools

Git

GitHub

Docker

Linux

Kubernetes

AWS

GCP

Azure

Job description

Senior Support Engineer, Japan & APAC

As a Senior Support Engineer, you will provide first-class post-sales technical leadership to our client base. Working directly with customers, Support Engineers are the authority on the CircleCI platform, continuous integration, and deployment practices. You will collaborate with Product Management, Engineering, Customer Success, and Marketing teams to share knowledge, gather customer feedback, and drive product improvements to ensure customer success.

You will be the main point of contact for technical questions and support requests via our ticketing system. You will work with the Support team to enhance support operations and help establish a customer community. This role requires strong technical skills, a proactive attitude, and empathy for customers, especially dealing with complex issues and technical users.

About Customer Engineering at CircleCI

The goal of our Customer Engineering organization is to provide a seamless experience for customers building and testing applications, from onboarding to scaling.

What you’ll do:

• Assist customers in resolving support tickets
• Develop creative solutions for technical problems and answer customer questions
• Create and improve troubleshooting methodologies and Knowledge Articles for our support portal
• Advocate for customer needs and feedback to Product and Engineering teams
• Promote the CircleCI solution and participate in an on-call rotation

What we’re looking for:

• Exceptional communication skills in English and native/fluent Japanese
• 4+ years in technical product support or engineering
• Experience debugging technical issues with customers
• Ability to connect business problems with technical solutions
• Quick learner of new concepts and technologies
• Experience with *nix scripting and commands
• Familiarity with Git and GitHub
• Honest communication about product capabilities and limitations
• Strong ops/infrastructure knowledge, especially networking and security
• Excellent relationship-building and interpersonal skills

Additional skills that are a plus:

• Experience with build, test, and deployment automation
• Networking troubleshooting skills
• Knowledge of Docker, Linux containers, Kubernetes
• Experience with iOS testing and code signing
• Automation experience with cloud providers like AWS, GCP, Azure
• Experience debugging distributed systems

We provide reasonable accommodations for individuals with disabilities during the application and employment process. Please contact us to request support.

About CircleCI

CircleCI is the leading CI/CD platform, processing over 3 million jobs daily, enabling effective engineering workflows and leveraging AI. Major clients include Hinge, HuggingFace, and Samsung.

Founded in 2011, based in San Francisco with a global remote team, backed by leading venture capital firms.

CircleCI is an Equal Opportunity employer, committed to diversity and inclusion, and considers applicants with criminal histories in accordance with law.