Responsibilities
- Act as a technical advisor to assist customers during high-priority incidents to ensure swift and effective resolution
- Address technical support cases from customers needing help understanding or resolving unexpected behaviors or technical concerns with the software and platform
- Deliver exceptional support experiences through trust, empathy, and clear communication
- Respond to customer inquiries and resolve technical issues using web interfaces, chat, email, case updates, and phone support
- Gain in-depth knowledge of the platform and its core features
- Use diagnostic tools to identify root causes of technical problems
- Manage and resolve complex technical issues, collaborating with internal teams when needed
- Guide and support junior team members through mentorship and coaching
- Share insights across departments to help improve products and processes based on customer case trends
- Conduct log reviews and troubleshoot platform and database-level issues using Java and SQL expertise
- Write and run SQL queries to manage and update data in relational databases
Work Arrangement
Remote (Worldwide)
Other
- Full professional proficiency in both Japanese and English is required
- Work may involve coordination with global teams across different time zones
- The company may verify the distance between the candidate's primary residence and the nearest company office using a third-party service to determine work persona eligibility
- For roles requiring access to controlled technology, the company may need to secure export control approvals from government authorities, including under U.S. Export Administration Regulations (EAR)
- All employment offers are contingent upon the company obtaining any necessary export licenses or government approvals
