We are seeking a Technical Support Engineer to join our growing global Technical Support Engineering team.
Our Technical Support Engineers provide enterprise-level assistance to our customers around the globe - we pride ourselves on providing the highest quality of support and we believe this level of steadfast commitment truly showcases the uncompromising integrity of our company.
Delivering on this commitment requires uninterrupted dedication from our Technical Support team: we are therefore looking to expand our support team in Japan to work alongside the existing 12 members in Globe.
As a Technical Support Engineer you will be our customer’s advocate and be responsible for their continued enablement by becoming an evangelist for the evolving value of the Treasure Data product with customers. We will also look for your input in representing the customers’ feedback with the Product team and Engineering team closely, and helping us drive and prioritize the improvements to the product. You love helping customers! You know how exceptionally satisfying it can be to solve a challenging problem for a customer, and you know first hand how outstanding customer support can make the decided difference in customer acquisition and retention.
Responsibilities
- Be the best expert who knows our product inside and out. From the customer’s perspective, you are the most authoritative source for anything related to Treasure Data’s service.
- Help customers understand the value of Treasure Data as a Customer Data Platform (CDP) and expand their use of the platform by helping them build well-designed data lakes and data pipelines.
- Be a critical member of the support team, a leader, coach, and a trusted advisor for our Product and Engineering, and Customer Success team. Because Support is our heart in our company and service. Be reachable by email and live chat (and occasionally video call) for our existing customers.
- Work with our CRM portal to provide technical assistance based on customer needs.
- Partake in the on-call rotation to ensure the Service Level Agreements (SLA) for our Enterprise Support subscribers.
- Provide step-by-step technical help, both written and verbal.
- Help improve our knowledge base and documentation to reduce the team’s workload, increase the ratio of first-response-resolutions, and reduce time-to-close of support tickets.
- Follow procedures for proper escalation of unresolved issues to appropriate internal engineering teams, including synthesizing the step to reproduce issues.
- Prepare accurate and timely reports.
Requirements
- 4+ years previous experience in a Technical Support or a Solution Architect role for a SaaS-based product, as well as 5+ years of overall work experience.
- Fluent communication in Japanese written and verbal
- Skilled in writing SQL queries and reasoning about databases.
- Familiar with programming and scripting languages (e.g., Java, JavaScript, Ruby, or Shell) and comfortable with developing simple business logic in at least one language
- Well-acquainted with Business Intelligence tools like Tableau, Looker, Chartio, Splunk, etc..
- Hands-on familiarity with Amazon Web Services (AWS), Heroku, or other similar platforms.
- Hands-on experience with help desk software (e.g. Zendesk).
- A Bachelor’s Degree in Computer Science or equivalent work experience.
Nice to haves
While not specifically required, tell us if you have any of the following.
- Have experience with Hive/Hadoop and/or Presto.
- Have knowledge of Android OS, iOS and/or Unity.
- Have Exposure to Machine Learning at medium to large scale
- Are familiar with MessagePack,Fluentd, Embulk, Digdag
