Customer Support Engineer (PR-34032302)

Location: Japan    |  Remote Working Available
Salary: ¥10000000 - ¥15000000 per annum + Global Opportunity and Remote Work
Sectors: IT
Job Type: Permanent
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Your mission

Customer Support (CS) Engineers are key to the companies success and possess a unique mix of technical savvy, communication skills, and a strong self-drive to help others and to make our products better.

We are looking for a highly motivated individual who is willing to learn new technologies and innovate, has strong analytical, problem-solving and communication skills, as well as the ability to take on multiple responsibilities at once. Must be able to work in a fast-

paced environment with globally distributed teams. a deep understanding of product portfolio and use this understanding to work directly with customers to drive their satisfaction and success.

You will achieve this by a combination of efforts which may be reactive (troubleshooting technical issues and improving our processes for handling them) and proactive (writing customer support documentation, suggesting product improvements based on frontline experience, or educating customers about product technicalities).

Responsibilities

  • Manage communication and expectations with customers effectively, politely and transparently
  • Investigate and analyze technical issues experienced by customers
  • Escalate issues to engineering teams, gather data for their analysis, track their progress and communicate their status to the customer
  • Continuously improve customer support processes
  • Improve our products by contributing documentation and ideas for improvement

Your profile

We believe you will thrive if you possess a mix of some of the following skills and experiences:

  • You enjoy and excel at investigating and troubleshooting intricate technical issues
  • You enjoy helping others, both the customers and internal teams
  • You are a good and empathetic communicator
    • You communicate clearly and precisely, and are able to get in your counterpart's shoes to understand their needs
  • You are proactive and curious, enjoy digging deep into problems until you find an answer
  • You are right at home in a Linux or Unix-like environment
    • The shell is like an extension of your hands
    • You can be thrown into an existing system and you'll figure out what's going on inside in a jiffy
  • Shell (Bash and/or others) and Python scripting
  • Network protocol and tool basics (TCP/IP, DNS, TLS, etc.)
  • General Linux toolchain (GNU coreutils, Git, etc.)
  • Docker, Kubernetes and Helm
  • Experience with public cloud providers (Azure, AWS, GCP)
  • Business-level spoken and written English language
  • If applying in Japan: Business-level spoken and written Japanese language (JLPT-N3 or JLPT-2 level desired)

Additional skills and experience as a plus:

  • DevOps experience
  • Core software development skills (C, C++, Java, …)
  • IoT/edge computing experience
  • Machine learning experience (Tensorflow, PyTorch, …)
  • Database administration (PostgreSQL, Cassandra, Redis)

WHAT DO WE OFFER?

  • Permanent contract
  • Competitive salary
  • Very flexible remote work policy: You can choose the days you want to come to our office!
  • Career Plan: Biennial performance evaluation.
  • Health insurance full paid.
  • Transport to the office paid.
  • 23 holidays + December 24th and 31st
  • The possibility to be part of a senior talented technical team in a fast-growing company
  • Training credits
  • Free coffee, fruit, soda...

Requirements

Based in:

  • Tokyo (Japan)
  • Remote

Progressive Recruitment is part of the larger SThree K.K group

To find out more about Progressive Recruitment, please visit www.progressiverecruitment.com | Progressive Recruitmentについてもっと詳しく知りたい方はこちらへ→ www.progressiverecruitment.com

Award winner of:

Best Large Company to Work For by TIARA Awards 2021 | Best CSR Initiative by TIARA Awards2019 | Best Workplace by Great Place to Work Institution 2018, 2020 & 2021

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