Senior Technical Support Engineer

As a Senior Technical Support Engineer, you will leverage advanced technical expertise to resolve complex platform issues for customers. You will act as a customer support specialist, guiding clients through technical challenges to ensure their success. This involves hands-on troubleshooting, explaining features, providing best practices, and collaborating with development teams to address critical, time-sensitive situations. You will follow standard support procedures to deliver an excellent customer experience and help customers realize the value of their software investment.

Must Have

• Take ownership of customer issues through to resolution
• Assist with troubleshooting integrations involving third-party APIs
• Develop and maintain technical expertise in product functionality
• Liaise with internal teams on escalated technical issues
• Provide feature explanation and implementation best practices
• Create knowledge base materials for operational efficiency
• Demonstrate exceptional analytical, troubleshooting, and problem-solving expertise
• Handle customer expectations to maximize satisfaction
• Actively participate in job-related training activities
• Research, document, and prioritize customer issues using internal tools
• Prioritize and multitask effectively in a fast-paced environment
• Actively help team members to maximize performance
• Availability for on-call duties for after-hours or weekends

Good to Have

• 3+ years of prior experience providing customer-facing Technical Support (cloud-based and commerce products preferred)
• Degree or Relevant Work Experience
• 3+ years building web-based or API applications with a solid understanding of HTTP, HTML, CSS, JavaScript, XML, JSONS and at least one programming language, such as Java, .NET, or PHP
• Strong AJAX web application troubleshooting experience and knowledge of browser compatibility issues
• Experience in Development or Support of Windows based desktop applications
• 2+ years engineering/programming work experience
• Knowledge of database concepts and data management (RDBMS) and SQL
• Proficient with analyzing log files and standard debugging concepts
• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
• Experience in Cloud Based Solutions (ie Amazon AWS or Microsoft Azure etc)
• Experience in Linux / Unix based Operating Systems
• Previous experience with Salesforce CRM and its technologies

As a member of the Support team, you will demonstrate sophisticated technical expertise to resolve complex platform-related issues affecting customers. As a Customer Support specialist, you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams. The Support Engineer will follow standard support practices and procedures while providing an excellent customer experience. You will play a meaningful role in helping customers to realize the value of their software investment.

Role Responsibilities:

• Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing significant feedback on a regular basis.
• Assist with troubleshooting integrations involving third-party APIs and implementation of other products.
• Developing and maintaining technical expertise in assigned areas of product functionality.
• Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.
• Provide feature explanation and implementation best practices.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Handling customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Demonstrating the ability to research, document, and prioritize customer issues, demonstrating internal tools and escalation teams as necessary, as well as prioritizing and handling time effectively in a fast-paced environment.
• Prioritizing and multitasking among rapidly changing tasks
• Actively help team members and maximize performance as a team

Role Requirements:

• Japanese: Excellent written and verbal communication skills
• English: Ability to understand documents and trainings, internal communication over chat and email
• Validated analysis, troubleshooting and problem solving skills.
• Ability to effectively prioritize and escalate customer issues.
• Good background and solid understanding of object-oriented concepts and languages.
• Solid understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
• Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
• Work hours can change depending on Business requirements. On-call duties may be required for after-hours or weekends.

Preferred Requirements:

• 3+ years of prior experience providing customer-facing Technical Support (cloud-based and commerce products preferred), a help desk environment.
• Degree or Relevant Work Experience
• 3+ years building web-based or API applications with a solid understanding of HTTP, HTML, CSS, JavaScript, XML, JSONS and at least one programming language, such as Java, .NET, or PHP.
• Strong AJAX web application troubleshooting experience and knowledge of browser compatibility issues.
• Experience in Development or Support of Windows based desktop applications.
• 2+ years engineering/programming work experience.
• Knowledge of database concepts and data management (RDBMS) and SQL.
• Proficient with analyzing log files and standard debugging concepts.
• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
• Experience in Cloud Based Solutions (ie Amazon AWS or Microsoft Azure etc).
• Experience in Linux / Unix based Operating Systems.
• Previous experience with Salesforce CRM and its technologies.