The Senior Technical Support Engineer investigates complex technical issues, enhances support capabilities, contributes to AI automation, and liaises with product development while addressing customer needs.
| About This Role
The Technical Support Engineering (TSE) team is part of the Revenue department and was created to investigate and solve technical issues from customers that cannot be resolved by the first-tier Customer Support team.
Investigation is the primary focus, but TSE is also expected to help improve the capability of the Customer Support team to answer simple inquiries by themselves. This help can come in the form of documenting known issues, writing customer-facing documentation or providing training. Additionally, the team can propose logging and debugging improvements to both broaden and deepen the team’s investigation capability, carry out minor coding projects to implement said improvements, contribute to product documentation, and last but not least, make product improvement suggestions based on reported customer issues.
Since the root cause of a customer issue could occur anywhere within the Autify system, TSEs are required to develop a very broad understanding of Autify’s product architecture and infrastructure so that they can make a reasonable assumption about where to start investigating before digging deeper as and when needed.
Our primary stakeholders are the Customer Support and Customer Success teams, and we hold a variety of regular sync meetings with those teams to share information about potential issues, known issues, and any current investigations that are in progress and potentially of interest.
TSE uses the kanban workflow management system, and its daily standup and weekly team meetings are all held in English. Additionally, ad-hoc meetings may be held, such as for pair investigation work, and these can be done in English or Japanese depending on the preference and ability of the attending members.
Note:
- This role is aimed at supporting customers in the Japanese market, so you must be able to work during Japan business hours
- Working hours are flexible but you must be available during the core collaboration hours of 10 am to 3 pm JST.
Responsibilities
- Handle advanced technical inquiries and incident reports from customers
- Conduct root cause analysis through log reviews, reproducibility tests, and deep technical investigation
- Manage escalations, report bugs, and communicate feature requests
- Act as a technical liaison to support product improvements
- Manage customer inquiries directly to ensure their proper resolution
- Develop and operate automated systems such as AI-based investigation and AI-based triage
- Contribute to the structuring and enhancement of knowledge data for AI learning
- Provide support across multiple products
- Troubleshoot from a cross-product perspective
- Bridge customer needs with product development
Required Skills & Experience
- 3+ years of experience supporting and troubleshooting SaaS and desktop applications (experience as a developer handling technical support equivalent duties will also be considered)
- Have a strong understanding of the Domain Object Model for HTML documents.
- An understanding of multi-tier web architectures and how to troubleshoot them
- Knowledge of JavaScript or TypeScript
- Experience using Playwright
- Experience using AI development tools to improve day-to-day work
- Excellent communication skills
- Business-level English and Japanese language skills
Desirable Skills & Experience
- A computer science or engineering background, preferably in web application or mobile app development
- Experience with Ruby on Rails
- Experience with test automation or software quality assurance - in particular, test automation frameworks such as Selenium or Appium
- Experience using Gherkin test scripts
- Customer-facing support experience in Japanese
- Fluent English
- Fluent Japanese
Desired Personality Traits
- Strong discipline in analyzing and documenting issues
- Passionate about digging deep into problems and going beyond a shallow understanding
- Skilled at isolating and determining root causes from execution logs and error information
- Able to prioritize and work to deadlines, even when the workload is high
Selection Process
1. HR interview (English/Japanese): 45 mins
2. Technical interview (English): 60 mins
3. Hiring Manager interview (English): 60 mins
*Please note that we will ask you to provide references after the final interview.
Top Skills
Ai Development Tools
Appium
Gherkin
HTML
JavaScript
Playwright
Ruby On Rails
SaaS
Selenium
Typescript
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