Senior Technical Support Engineer

KOMOJU Musashino-Shi, Tokyo
  • 💴 ¥7M ~ ¥10M annually
  • 🏡 Fully remote
  • 🧪 Minimum years of experience unspecified
  • 💬 No Japanese required
  • 🌏 Apply from abroad
  • 🧳 Relocate to Japan


KOMOJU Musashino-Shi, Tokyo

The leading cross-border payment gateway for Japan. We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok.

Key benefits

  • Developer-centric, inclusive culture
  • International at our core
  • Generous holiday policy

About the position

The Senior Technical Support Engineer provides the first line of technical support to our Customer Success team. You will be responsible for providing technical context, troubleshooting support issues in real-time and providing timely solutions to our customers. Your focus will be on turning customer frustration into delight with outstanding support.

As a Senior Technical Support Engineer, you will be the intermediary between our customer success team and engineering teams. Your role will involve close collaboration with engineering, including triaging and escalating issues as necessary. You’ll serve as the customer’s champion within the engineering and product organization, ensuring that customer feedback and priorities are highlighted and addressed.

In your senior capacity, you will be expected to identify and improve support process bottlenecks to scale our support structure and improve the customer experience. You will have the unique opportunity to contribute to building the technical support organization from the ground up, establishing the foundations for a successful team.

Our ideal candidate is someone who thrives in a dynamic environment and continuously seeks ways to improve customer experience. They will be self-driven, have a strong interest in troubleshooting and root-cause analysis, and have a knack for making quick informed decisions under pressure.


  • Troubleshoot customer issues, and provide solution or technical context to the Customer Success team within our set SLAs and SLOs
  • Triage and escalate issues as required to the product and engineering teams
  • Be an expert on our platform and products, supporting colleagues and customers with your knowledge
  • Contribute to our knowledge base for internal and external use
  • Oversee our incident process and organize incident response
  • Act as our customer’s champion, tracking product feedback from customers and relaying it to the product and engineering teams
  • Identify and implement improvements to our support processes and structure
  • Report on and help maintain key support metrics (SLA, Ticket Data)
  • Provide guidance and training to team members


  • Excellent problem-solving skills: creative, logical thinking with an attention to detail
  • Strong understanding of SQL
  • Experience with log monitoring and analysis services like DataDog
  • Ability to communicate with technical and non-technical individuals
  • Strong customer service acumen
  • Ability to effectively prioritize and manage multiple-tasks
  • Demonstrated experience providing software support and managing incidents
  • Demonstrates strong self-management skills, requiring minimal supervision, and actively seeks out tasks to fulfill

Nice to haves

While not specifically required, tell us if you have any of the following.

  • Business-level spoken and written Japanese
  • Experience in payments or payment systems
  • Experience writing code


7 to 10 million JPY annually.

Includes (rough estimate of) profit share. Based on experience and skill level.

Hiring Process

  1. 1

    Initial Screening

    If you pass the resume screening stage, you’ll be invited for an initial interview with the recruitment team. We’ll answer any questions you have about the rest of the hiring process there.


Meet KOMOJU's Developers

Nigel was fresh out of college when he joined KOMOJU as a developer. He's now risen to tech lead, where he's helped build out their payment platform while maintaining a healthy work-life balance.

Read his story...

Nicole joined KOMOJU in 2020, and worked her way up to be technical lead of the merchant management team. She shares her journey, how KOMOJU supported her career growth and how the company is adapting to its growing needs.

Read her story...

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