Technical Support Engineer

About Source Edge

Source Edge is a Tokyo-based, technology recruitment and career consulting company. We work with select number of client partners, helping them to find both local and global talent as they tackle the unique challenges of hiring in the Japan market. For our candidate partners, we strive to go the extra mile and provide transparency, timely updates and in-depth insights in to our clients and their hiring processes.

Who is our Client?

Our client is a B2B mobility platform that has gone through three rounds of extensive funding and a successful Japan launch having already begun working with four prominent clients. Projects are related to mapping and route efficiency in logistics, employee mobility and public transportation.

Our client is looking for an experienced, Senior Technical Support Engineer who will work between overseas based engineering teams while interfacing with Japan-based customers. The role will be supported by local client-facing teams (Sales/BVD) in Japana and will require both Japanese and English language ability. The role will handle Level 2 support for customers and be expected to maintain high level of service while taking initiative to investigate and resolve problems.

What would you be doing?

• As a Customer Success-oriented Engineer, you will focus on supporting the engineering quality of functions and services supporting all product lines and teams.
• You will be familiar with Agile software development processes, and will participate effectively in Scrum, Kanban or ScrumBan or our in-house Squad model as and when necessary.
• You will are acquainted with Slack, JIRA and Notion/Confluence, as fundamental tools to support your processes to address work and manage knowledge capital.
• You like working with a diversity of races and nationalities, and enjoy building team cultures that are collaborative and also innovative.
• When required, you will be able to dive deep into the technical problem, help facilitate conversations towards conclusion and solution with stakeholders.
• You have a passion for solving technical problems or diagnosing the root cause of mysterious issues. You have a logical and analytical mind, and you work in an organized way.

Who You Are...

• Bachelor's degree or above in Computer Science, Software Engineering or similar technical fields of study.

• Experience working in the MacOS and Unix/Ubuntu environments.

• Able to communicate fluently in Japanese and comfortably in English.

• Understand deeply how to manage customer expectations in Japanese companies where technical issues are concerned.

• Good problem solving skills, able to discuss at a deep technical level if needed.

• Have at least 3 years of experience in a similar role.

(Preferred)

• Some experience doing technical support for cloud based services

• Able to understand and communicate customer issues, drive solutions and follow through

• Is process oriented and builds towards efficiency by working with tier 1managers and tier 3 QA engineers to have issues resolved.

• Hands-on ability to build tools in Python or write scripts to query databases.

What our Client can offer you...

• Opportunity to work in a growing mobility start up with <100 global members and a small team in Japan (<10)

• Chance to be the first Technical Support Engineer in the Japan team, leading future team growth

• The ability to both work in English with overseas-based, core engineering teams and also to solve technical problems locally, working on challenging problems