Product Support Engineer

About You

• You are willing to work in a fast paced, challenging, quickly changing environment.
• You are keen to learn the latest technologies and improve yourself.
• You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls.
• You are genuine, humble, curious and willing to work in a fun, diverse culture.

What skills do I need?

• Experience with ticketing systems (e.g. ZenDesk).
• Experience in manufacturing or process engineering.
• Familiarity with Atlassian environment (e.g. Jira, Confluence).
• Collaborative attitude to partner with and manage multiple teams to resolve issues.
• Exceptional communication skills, written and oral.
• Business level of English to communicate with internal team and handle English knowledge database
• Business level of Japanese to communicate with Japanese customers, internal team, and handle Japanese material

What tech experience would be preferred?

• Intermediate
  • API and HTTP (post/get, auth, etc.)
  • Shell scripting (MacOS, UNIX)
• Basic
  • SQL (PostgreSQL) and Mongo databases, queries
  • Network/Cloud (AWS, Azure)

Key Responsibilities

• Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries.
• 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 complex cases with key collaborators below.
• Manage Support workload to provide visibility to issues and resolution status.
• Continuously improve the internal support processes and tools.
• Expand product documentation held in our customer-facing knowledge base.
• Process business and technical information for customers and provide feedback for the developer teams.
• Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.

Key Collaborators

• All other customer facing teams: Applications Engineering, Customer Solutions, Customer Success
• Software Engineering (multiple sub-teams as applicable)
• Hardware Engineering