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.
Responsibilities
- 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
Requirements
- 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
Compensation
7 to 10 million JPY annually.
Includes (rough estimate of) profit share. Based on experience and skill level.
