Senior Technical Customer Support Engineer - Japan

United States Digital Space LLC; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work environment

Healthcare

Stock options

Flexible time off

Home office stipend

Job summary

We are hiring for this role in Japan. Your exact location within the country does not matter as the role is not office-based, but we do have an office in Shibuya, Tokyo.

Being located in Tokyo is preferred but not required. What you will be doing: You will own a wide variety of tasks including handling support tickets, community support, pre- and post-sales activities, and collaborating with our Go To Market team on deep technical POCs.

Qualifications

• Experience in a technical support organization.
• Strong written and verbal English and Japanese communication skills.
• Willingness to travel onsite in Japan and work in a global, distributed environment.
• Knowledge of OLAP/SQL databases and Cloud/SaaS platforms.

Responsibilities

• Handle front-line and community support tasks, including tickets and knowledge-base contributions.
• Assist with pre- and post-sales activities and collaborate with the Go To Market team on technical POCs.
• Provide onsite customer visits in Japan as needed.
• Build relationships with customers, colleagues, and partners to improve support quality.

Job description

We are hiring for this role in Japan. Your exact location within the country does not matter as the role is not office-based, but we do have an office in Shibuya, Tokyo. Being locared in Tokyo is preferred but not required.

What you will be doing:

We are currently growing our support team at the company who provides excellent service to our customers around the world. We hope to find you ready to take on a large variety of tasks related to our customers locally in Japan, as well as more regionally across APJ and EMEA. This is a customer-facing role that will include some onsite customer visits in Japan. You will be owning a wide variety of tasks: from support tickets to community support, helping with both pre- and post-sales customer activities, partnering with our Go To Market team on deeply technical aspects of POCs, and suggesting improvements to how we do things in Support at the company. This is a great opportunity for someone ready to roll up their sleeves and help us expand our regional presence in Japan!

Examples of projects you might contribute to:

• Work closely with the Support Services team, Engineering, and Product Management to help define functionality required by users and customers

• Develop solutions based on the company Cloud and the company open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training

• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

• You will deliver excellent customer service as a front-line engineer and representative of the company. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreement ("SLA") on technical cases that are opened via a ticketing system, email, Slack, and/or phone

• You will build strong, trusted relationships with colleagues, customers, and partners

What you will bring along:

• Prior experience within a technical support organization

• Technical breadth and depth in relevant subjects, for example: the company DBMS or similar OLAP or SQL databases, experience with Cloud/SaaS platforms, Linux/Unix experience, experience with Kubernetes and containers, System or Network Administration experience

• Be present and available according to the scheduling and onsite travel required to deliver high-quality 24x7 Support in a global, distributed environment

• Strong written and verbal communication skills in both Japanese and English

• Experience in a customer-facing role that entailed pre- and post-sales support, solution or sales engineering, consulting, and/or training

• A mindset of teamwork, global engagement, empathy, and solving challenging problems

• A sense of adventure and urgency in building the most scalable, highest performing, largest, and fastest databases on the planet

• Self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Demonstrated success in collaborating with software developers, product managers, account representatives, and a user Community to deliver an amazing user and customer experience

• Passion for applying open-source software technology to massive data sets in order to solve complex questions and improve the world in which we live

Perks Flexible work environment - the company is a globally distributed company and remote-friendly. We currently operate in over 25 countries.

• Healthcare - Employer contributions towards your healthcare.

• Equity in the company - Every new team member who joins our company receives stock options.

• Time off - Flexible time off in the US, generous entitlement in other countries.

• A USD$500 Home office setup if you're a remote employee.

• Global Gatherings - We believe in the power of in-person connection and offer opportunities to engage with colleagues at company-wide offsites.

Culture - We All Shape ItAs part of a rapidly scaling start-up, you will be instrumental in shaping our culture.

Are you interested in finding out more about our culture? Learn more about our values here. Check out our blog posts or follow us on LinkedIn to find out more about what's happening at the company.

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