Technical Support Engineer

Job Type
年収:400万 - 650万円(ご経験に基づく)
Japanese Level
Advanced (JLPT Level 1)
English Level
Advanced (TOEIC 860)
Start Date


A world leading robotics and automation company is looking for a Technical Support Engineer!

Our client is developing the world’s first enterprise-level Platform-as-a-Service (PaaS) for robots, creating a rare opportunity for an experienced, product-focused engineering professional.
They are searching for a Technical Support Engineer to meet the growing needs of their awesome customers.

This position is responsible for providing enterprise-level assistance to our clients, and will diagnose and troubleshoot software and hardware problems our Cloud Robotics platform, and help our clients build and operate robotics-enabled applications.

You will use email and other means to give clients quick answers to basic issues.
For more complex problems, you will work with developers to solve the issues and you will contact clients via phone and/or provide clear, written instructions and technical manuals.
Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

- Responsible for maintaining debug utilities and code snippets for clients
- Analyze problems and develop solutions to meet client needs, may involve writing custom code
- Responding to clients inquiries via phone or tickets and communicate solutions verbally or email
- For complex issues, escalating tickets to appropriate internal team and work with them (e.g. replicating the issue to identify the root cause)
- Updating self-help documents with the technical writer so that clients can try to solve the problem next time





- クライアント用のデバッグユーティリティとコードスニペットの管理
- 問題を分析し、クライアントのニーズを満たすソリューションを開発する、カスタムコードの作成が必要になる場合あり
- 電話やチケットを介してクライアントの問い合わせに応答し、口頭またはメールでソリューションを提供する
- 複雑な問題の場合、チケットを適切な内部チームにエスカレートし、協力する(例: 問題を複製して根本原因を特定する)
- クライアントが次回問題を解決できるように、テクニカルライターでセルフヘルプドキュメントを更新する

【会社概要 | Company Details】
Growing Cloud Robotics company, provides a cloud robotics platform that accelerates solution development and operation.

【就業時間 | Working Hours】Standard Working Hours: 8 hours (Core Time: 11:00 - 15:00 / 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】
各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、通勤交通費支給 等
 Pension, Social Insurance, Medical Healthcare, Transportation Fee, etc.

Required Skills

- Experience in client-facing technology roles
- Strong debugging/troubleshooting skills in a Linux environment
- Ability to write scripts and automation using any scripting language(preferably Python)
- Experience working within Cloud (i.e. IaaS, PaaS, and/or SaaS) and emerging cloud use-cases for web/mobile and enterprise companies
- Experience working on enterprise products
- Ability to speak and write English fluently and idiomatically
- Ability to work with cross-functional stakeholders with different cultural background

- クライアント向けテクノロジーの役割での経験
- Linux環境での強力なデバッグ/トラブルシューティングスキル
- 任意のスクリプト言語(Pythonを推奨)を使用してスクリプトと自動化を記述するスキル
- クラウド(IaaS、PaaS、SaaSなど)およびWeb /モバイル企業やエンタープライズ企業向けの新しいクラウドユースケースでの実務経験
- エンタープライズ製品での作業経験
- 異なる文化的背景を持つ職域を超えた利害関係者と連携する能力

Preferred Skills

- Demonstrated experience of developing customer support team from concept to launch
- Project management and/or product design experience

- コンセプトから立ち上げまでのカスタマーサポートチームの開発経験
- プロジェクト管理および/または製品設計の経験