Support Specialist (Enterprise AI platform)
Support Specialist (Enterprise AI platform)
Job type:
Skillhouse Contract
Specialization:
IT Support
Language Level:
English Level - Advanced (TOEIC 860),Japanese Level - Intermediate (JLPT Level 3)
Location:
Tokyo
Salary:
¥600,000.00 - ¥750,000.00 Monthly
Job Reference:
482199
A cutting-edge Japanese firm with a Silicon Valley mindset is seeking a Support Specialist to provide frontline support for AI/ML solutions within the Enterprise AI platform and its broader ecosystem integrations. Responsibilities include handling support requests and incidents directly with end customers, providing prompt assistance, troubleshooting, contributing to documentation and to the continuous improvement of frontline support practices. Daily collaboration with the Enterprise AI engineering and operations teams, as well as other internal support teams, is required.
The ideal candidate will be an experienced L1 support analyst with experience in cloud support and foundational knowledge of AI/ML concepts.
Responsibilities:
- Handle support requests, incidents, and customer inquiries using runbooks, product documentation, and external vendor documentation.
- Ensure tickets are resolved within the defined Service Level Targets, escalating issues to vendors and/or upstream engineering teams when necessary.
- Contribute to product documentation and knowledge base content to promote self-service and technical enablement.
- Participate in improvement initiatives to enhance the customer experience, including creating simple automations for service or account provisioning, developing new runbooks, and submitting product improvement ideas to management.
- Keep support team runbooks updated and obtain missing information from upstream engineering teams when necessary.
Required Skills:
- 3+ years of experience in IT systems administration in a cloud-based environment, supporting compute workloads from any major cloud providers
- Foundational knowledge of AI/ML lifecycle concepts, including datasets, data labeling, data mapping, and model training. General understanding of the current ecosystems in the AI market is required
- Foundational knowledge of AWS EC2/ALB, plus managing access to AWS accounts is required. Equivalent experience in other cloud platforms is acceptable
- Working knowledge with Git, YAML, JSON, GitHub, CI/CD pipelines (GitHub Actions and Runners), Azure Entra ID (user management), and TCP/IP networking
- Working knowledge with Bash or Python scripts is preferred, but strong proficiency in generating reliable scripts using generative AI tools is acceptable
- Excellent customer communication skills
- Ability to work independently or as part of a team
- Ability to thrive in a fast-paced environment with limited supervision
Why should you apply:
- Contribute to a company delivering Silicon Valley Innovation with Made in Japan Quality, including smart cities, autonomous driving, AI, and robotics
- Opportunity to develop into an SME in areas such as automation, cloud, integration, AI implementation at corporate level etc.
Company Details:
A cutting-edge Japanese company with a Silicon Valley mindset is leading the charge in revolutionizing mobility, driven by a bold vision to enhance efficiency, comfort, and sustainability. More than just building products, this company is focused on shaping the future of how we live. With diverse, innovative teams working on groundbreaking projects such as software-defined vehicles and next-generation transportation solutions, the company fosters a collaborative and dynamic work environment. Its talented, multicultural team is proactive, eager to learn, and committed to driving real change. Featuring state-of-the-art offices, advanced robotics, and a culture that embraces innovation, this is the perfect place to be part of a movement that is changing the future of mobility.
Working Hours: 9 :00 - 18:00 JST, Mon - Fri
Work Style: 4 days in-office, 1 day WFH (5 days in-office during first 1 month)
Holidays/Leave: Weekends, public holidays, year-end and New Year holidays, paid leave, and other special leave
Benefits : Full social insurance, DC pension plan, transportation expenses, Skillhouse University, Test Payback System, etc.
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