Technical Support Engineer (Technical Lead)

Job Type
8,000,000 JPY - 10,000,000 JPY per year
Japanese Level
Advanced (JLPT Level 1)
English Level
Advanced (TOEIC 860)
Start Date


A famous global software company is hiring a technical lead. You will provide expert level assistance to customers and work with the Technical Support team to review open cases, provide advice, and partner on resolutions. In addition, you will serve as a mentor and role model to the rest of the Support team, being proactive and innovative and forward thinking. The Principal Technical Support Engineer plays a key role in moving the department forward, leading new initiatives and programs.

‐ Act as mentor and technical expect on technical support team, providing guidance and advice to case owners.
‐ Act as a technical liaison with select members of the software development team to provide real-time feedback and detailed advice on current and upcoming features.
‐ Collaborate and consult with customers, as needed, to successfully integrate the application into their business and perform ongoing troubleshooting to identify and resolve technical product issues.
‐ Lead support case resolution efforts for customer cases by using skill in troubleshooting and debugging, identifying root cause, communicating bugs to Sustaining Engineering.
‐ Build strong cross-functional working relationships with Engineering and Product Management.
‐ Guide customers through product implantation including identifying primary customer needs, set-up test environments, write test scripts, and perform tests using customer or representative data.
‐ Research and document customer issues as Knowledge Base articles as appropriate
‐ Contribute and make recommendations to Knowledge Base content
‐ Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate
‐ Maintain appropriate case- and customer-related files and records
‐ Prioritize customer cases and company projects effectively, communicating priorities, plans to management


‐ メンター及びテクニカルエキスパートとして、ケースオーナーへアドバイスやガイダンスを提供する。
‐ ソフトウェア開発チームのメンバーとのパイプ役として、新しい機能に関する、フィードバックやアドバイスを提供する。
‐ 必要に応じて、顧客と連携してアプリケーションを導入する。継続的なトラブルシューティングや製品の問題解決を担当する。
‐ エンジニアリング・プロダクトマネージメントと良好な関係を築く。
‐ 顧客へプロダクト導入のサポートを提供する。顧客ニーズの特定、テスト環境の設計、テストスクリプトの作成、顧客や代表的なデータを使用したパフォーマンステストの実行。
‐ 必要に応じて顧客の問題を調査し、ナレッジベースの記事に文書化する。
‐ ナレッジベースのコンテンツへの貢献、推奨。
‐ マネージメントへサポートケースや優先問題をエスカレートする。
‐ ケース及び顧客に関連する、ファイルや記録を管理する
‐ 顧客ケースや企業プロジェクトを優先順位付けし、マネージメントへ報告する。

【会社概要 | Company Details】
Our client is a large, global interactive data visualization software company. The company is currently headquartered in the United States focused on business intelligence. Their software is a powerful and fastest growing data visualization tool used in the Business Intelligence Industry. It helps in simplifying raw data into the very easily understandable format.

【就業時間 | Working Hours】
9:00 - 18:30(Mon - Fri)

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】
Social insurance, Transportation Fee, Stock Benefit, etc.

Required Skills

‐ Experience supporting and troubleshooting commercial software applications, demonstrating experience supporting enterprise level, mission-critical applications.
‐ Experience with SQL scripting, HTML, and JavaScript
‐ Deep understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers
‐ Strong communication and presentation skills

‐ ソフトウェアアプリケーションのサポート、トラブルシューティング経験
‐ SQLスクリプト、HTML、JavaScriptの経験
‐ インターネットアーキテクチャ、ファイアウォール、プロキシサーバー、ウェブサーバーのトラブルシューティング経験を含めた、ネットワーク・サーバーの設計知識
‐ 優れたコミュニケーション能力、プレゼンテーションスキル

Preferred Skills

‐ SSL programming experience is a plus, with Java and Ruby preferred

‐ SSLプログラミングの経験(JavaやRubyが望ましい)