Senior Technical Support Engineer (Bilingual: English/Japanese)

The Technical Support Engineering (TSE) team is part of the Revenue department and was created to investigate and solve technical issues from customers that cannot be resolved by the first-tier Customer Support team.

Investigation is the primary focus, but TSE is also expected to help improve the capability of the Customer Support team to answer simple inquiries by themselves. This help can come in the form of documenting known issues, writing customer-facing documentation or providing training. Additionally, the team can propose logging and debugging improvements to both broaden and deepen the team’s investigation capability, carry out minor coding projects to implement said improvements, contribute to product documentation, and last but not least, make product improvement suggestions based on reported customer issues.

Since the root cause of a customer issue could occur anywhere within the Autify system, TSEs are required to develop a very broad understanding of Autify’s product architecture and infrastructure so that they can make a reasonable assumption about where to start investigating before digging deeper as and when needed.

Our primary stakeholders are the Customer Support and Customer Success teams, and we hold a variety of regular sync meetings with those teams to share information about potential issues, known issues, and any current investigations that are in progress and potentially of interest.

TSE uses the kanban workflow management system, and its daily standup and weekly team meetings are all held in English. Additionally, ad-hoc meetings may be held, such as for pair investigation work, and these can be done in English or Japanese depending on the preference and ability of the attending members.

Note: 

- This role is aimed at supporting customers in the Japanese market, so you must be able to work during Japan business hours

- Working hours are flexible but you must be available during the core collaboration hours of 10 am to 3 pm JST.

*Please note that we will ask you to provide references after the final interview.