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Experience
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Who You Are:You have 2+ years of experience in multi-channel technical support, ideally in a SaaS environment. You are proficient with tools like Zendesk, Jira, Confluence, or similar platforms. You possess strong technical troubleshooting skills and a passion for helping others.
About the job
As part of Datadog's Technical Solutions team, you will be instrumental in driving our global expansion by providing exceptional support to both potential and existing clients. Your role will involve sharing our technical expertise through various channels, including live chat, ticketing systems, and presentations, ensuring that our customers have a positive experience with our platform.
We are committed to fostering a collaborative and creative office culture that empowers our employees to achieve work-life balance through a hybrid working model.
Key Responsibilities:
Interact with customers through multiple support channels to troubleshoot technical issues and educate them on platform usage.
Replicate technical problems and explore Datadog’s extensive integrations.
Achieve demo certification and conduct comprehensive product demonstrations for clients.
Engage in product development discussions, providing insights from client feedback.
Develop specialized knowledge in one or more Datadog product areas.
Work from a Datadog office 3 to 5 days a week.
About Datadog
At Datadog, we pride ourselves on being the leading monitoring and analytics platform for developers, IT operations teams, and business users. Our mission is to provide real-time observability across cloud applications and infrastructure, empowering teams to deliver exceptional digital experiences.
Datadog seeks a Technical Support Engineer I based in Tokyo, Japan. This position focuses on assisting customers with technical questions and making sure they can use the Datadog platform effectively. The support team handles requests from a diverse group of users, each bringing different challenges and perspectives. Key responsibilities Answer customer inqu…
Datadog is looking for a Technical Support Engineer I based in Tokyo. This position centers on helping customers address technical challenges and make full use of Datadog’s products. What you will do Troubleshoot technical issues reported by customers Assist with integrating Datadog solutions into customer environments Collaborate with internal teams to enhance the customer experience Role focus The main goal is to resolve customer problems efficiently and support their success with Datadog’s offerings. Working with colleagues across different teams is a regular part of this role.
Veeam is recognized as the Data and AI Trust Company, committed to empowering organizations to fully understand, secure, and enhance the resilience of their data and AI systems. As a leader in data resilience and data security posture management, Veeam stands at the forefront of the convergence between identity, data, security, and AI risk. With headquarters in Seattle and operations in over 30 countries, Veeam protects more than 550,000 customers globally, who rely on Veeam to keep their businesses thriving. Join us in our mission to advance fearlessly, grow, learn, and make a significant impact for some of the world’s largest brands.About the RoleThe Technical Support Engineer plays a critical role in providing expert technical assistance to customers utilizing Veeam’s data protection and backup solutions. This position encompasses diagnosing complex issues, analyzing system logs, and offering support for environments such as virtualization platforms and cloud services.What You’ll DoDeliver technical support and thorough troubleshooting for Veeam Software’s B2B clients through telephone, email, and web conferencing.Serve as a technical liaison in engagements with fellow IT professionals.Investigate and resolve customer issues and inquiries effectively.Manage and update assigned cases promptly.Contribute to the documentation aimed at enhancing Veeam’s knowledge base.Accurately document all customer interactions within our CRM tool, adhering to SLA standards.Stay proactively informed about the latest technologies related to Veeam’s products and the foundational technologies.What You’ll BringFluent in Japanese (reading, writing, speaking).Proven troubleshooting and administration experience is required.Familiarity with REST API concepts.Strong ability to quickly learn, comprehend, and articulate technical information.A proactive approach and the desire to take ownership of client issues until resolution.Excellent time management skills.Adeptness in fast-paced environments.
Join Our Team as a Technical Support Engineer in Tokyo!Position OverviewAt Genetec, we utilize innovative software tools to diagnose and resolve complex technical challenges and service disruptions, significantly enhancing customer satisfaction. This role is crucial in providing prompt and accurate technical support based on a profound understanding of Genetec solutions.You will engage in diverse responsibilities, including on-site field support, collaborating with our internal technical support team and R&D engineers.Main Responsibilities■ Technical Support Duties· Utilize software tools to diagnose technical issues and resolve failures.· Provide clear and concise technical explanations to customers.· Implement problem resolution based on established processes.· Expedite the escalation of critical customer issues through appropriate channels.· Collaborate with other technical support representatives and R&D engineers to resolve challenges.· Build and maintain trust with both new and existing customers.· Acquire and maintain extensive knowledge of Genetec solutions.· Contribute to the improvement of support processes and software.· Assist in creating technical documentation and knowledge base articles.· Appropriately log issues encountered by customers into the ticketing system and CRM tools. ■ Field Support Duties· Install, audit, evaluate, maintain, and provide technical support for Genetec systems at customer sites.· Conduct Proof of Concept (PoC), on-site technical support, system installations, training, and evaluations.· Serve as the technical liaison between Genetec and customers.· Organize and develop product and feature requirements based on customer feedback.· Provide technical consultation on strategic planning, best practices, upgrades, and concerns.· Offer flexible technical consulting regarding software implementation, integration, training, and change requests. Qualifications· Graduate or Bachelor’s Degree in Computer Science, Computer Engineering, Electronic Engineering, or a related field.· Initial experience in a similar role (support, IT, networking, etc.).· Excellent analytical and troubleshooting skills for hardware and software.· Ability to act flexibly and proactively while managing multiple tasks and priorities.· Experience in customer service, technical support, or project management.· Willingness to learn new technologies and grow with software evolution.· Strong team player with the ability to work autonomously.· Experience in physical security (video surveillance, access control systems).· CCNA certification preferred.· Proficient communication skills in English (both verbal and written).· Valid driver's license and passport, with the ability to travel up to 35%. Technical Skills· Knowledge of Windows OS (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.) and troubleshooting skills.· Advanced understanding of network and IP protocols.· Experience configuring and troubleshooting network devices such as switches and routers.· Operational experience with IP-based video security systems (CCTV) or access control.· Experience using SQL databases.· Understanding of TCP/IP/UDP protocol stack.· Knowledge of network storage (SAN, NAS, iSCSI) principles and best practices.· Basic understanding of server virtualization. Preferred Skills and Experience· Experience with physical security and related technologies is a plus.
As part of Datadog's Technical Solutions team, you will be instrumental in driving our global expansion by providing exceptional support to both potential and existing clients. Your role will involve sharing our technical expertise through various channels, including live chat, ticketing systems, and presentations, ensuring that our customers have a positive experience with our platform.We are committed to fostering a collaborative and creative office culture that empowers our employees to achieve work-life balance through a hybrid working model.Key Responsibilities:Interact with customers through multiple support channels to troubleshoot technical issues and educate them on platform usage.Replicate technical problems and explore Datadog’s extensive integrations.Achieve demo certification and conduct comprehensive product demonstrations for clients.Engage in product development discussions, providing insights from client feedback.Develop specialized knowledge in one or more Datadog product areas.Work from a Datadog office 3 to 5 days a week.
Join the innovative team at System Canada Technologies as a Technical Support Engineer in Tokyo. In this dynamic role, you will be the first point of contact for our clients, troubleshooting technical issues and ensuring a high level of customer satisfaction. Your expertise will help drive the success of our operations while providing essential support to our users.
Japanese fluency is required for this position.About the Role:At Tanium, our Technical Support Engineers play a crucial role in ensuring customer satisfaction by swiftly resolving technical challenges and addressing inquiries. Our team operates both reactively and proactively, enhancing the overall experience for our enterprise clients using Tanium's solutions. This role reports to a Support Manager.As a Support Engineer, you'll continuously enhance your technical skills, ranging from scripting to debugging, while actively engaging in problem-solving.Your Responsibilities:Assist customers by:Managing incoming support requestsResolving customer support issuesCollaborating with fellow Support Engineers on their casesResponding to inquiries on the Tanium community platformEnhance customer experience by:Documenting best practicesTracking activities, documenting root causes, and reporting findingsActing as a technical subject matter expert, primarily focused on testing and troubleshootingTesting Tanium and providing constructive feedback to engineering teams to improve customer experience
At Datadog, we are experts in our internal products. Our Technical Solutions team drives Datadog's global growth by educating potential clients and ensuring the success and satisfaction of existing customers. We share our technical and product expertise through demos, presentations, technical assessments, and ongoing support. The Technical Solutions team is a growing global group that collaborates continuously to share knowledge and enhance technical skill sets.We value relationships, collaboration, and creativity as part of our office culture. To help you achieve the work-life harmony that suits you, we operate as a hybrid workplace. Key Responsibilities:Continuously provide training on platform usage through multiple channels (ticketing system, live chat, screen sharing tools) while identifying and resolving necessary technical support issues.Reproduce technical problems and dive deep into Datadog's 1000+ integrations.Obtain demo certification and lead product demos for clients.Participate in product discussions with internal teams based on customer feedback.Conduct training as a specialist with advanced knowledge of Datadog product areas.Work at the Datadog office at least three days a week. Qualifications:Minimum of 2 years of experience in multi-channel technical support at a SaaS company.Experience using software such as Zendesk, Jira, Confluence, or similar tools.Engineering background with troubleshooting and programming experience.Self-motivated individuals who pay attention to detail and have a strong desire to learn continuously.Critical thinkers with a client-centered approach.Effective communication skills, both written and verbal.Programming experience and basic knowledge of Linux.Availability for rotating shifts, including weekends.This position requires business-level or native proficiency in Japanese (both spoken and written). At Datadog, we value diversity in our workforce. We understand that not everyone will meet all of the qualifications listed above on their first day. If you have a passion for technology and a desire to grow your skills, we encourage you to apply. Benefits and Growth Opportunities:Exceptional onboarding experience.Ongoing professional development, product training, and career path offerings.Equity grants (RSUs) for new employees and an employee stock purchase plan (ESPP).Mentorship and buddy programs for building internal networks.An inclusive corporate culture with opportunities to participate in community guilds.Comprehensive health-related benefits.Corporate defined contribution retirement plan (401K). The details mentioned above may vary based on the employment conditions in the country of employment and at Datadog.To ensure understanding among all candidates worldwide, some items regarding application information have been left in English. For a complete overview of job postings in English, please click here.
Fluency in Japanese is a requirement for this position.Position Overview:At Tanium, our Technical Support Engineers play a crucial role in delivering exceptional service to our clients by effectively resolving technical challenges and addressing inquiries promptly. With a strong emphasis on customer satisfaction, our Support Engineers engage with clients both reactively and proactively, enhancing the overall experience of our enterprise customers using Tanium. This position reports to a Support Manager.As a Support Engineer, you will have continuous opportunities to leverage your technical expertise while developing new skills in areas such as scripting and debugging.Key Responsibilities:Deliver support to customers by:Prioritizing and triaging incoming support casesResolving customer support issuesCollaborating with fellow Support Engineers on assigned casesResponding to queries on the Tanium community platformEnhance customer experience through:Documenting best practicesMonitoring activities, documenting root causes, and reporting findingsActing as a technical subject matter expert, focusing on testing and troubleshootingTesting Tanium software and providing constructive feedback to the engineering teams to improve customer satisfaction
Join Datadog's dedicated technical solutions team, where we drive global growth by empowering potential clients and ensuring the satisfaction of our existing customers. Our role is to share deep technical and product knowledge through engaging demos, informative presentations, thorough technical evaluations, and ongoing support. As a rapidly expanding global team, we prioritize collaboration and continuous learning to enhance our technical prowess. At Datadog, we value a collaborative office culture that fosters creativity and strong relationships. We support a hybrid work model, allowing our team members to achieve a balance that suits their lifestyle. Key Responsibilities: Lead, develop, and mentor an agile team of Solutions Engineers in addressing client inquiries, troubleshooting issues, and exploring over 1000 Datadog integrations.Facilitate the successful onboarding process for new Solutions Engineers.Assist in managing Solutions Engineering queues and collaborate with Product and Engineering teams on urgent matters.Evaluate and prioritize Solutions Engineering escalations while maintaining communication with customers in Japan.Distribute customer requests throughout the day as part of a queue rotation schedule.Coordinate demo training and contribute to demo certification efforts.Support incident response during outages by communicating with customers and relaying vital information to internal teams.Develop and maintain documentation and knowledge base articles for various technologies.
Role overview As a Technical Support Engineer at intuitive in Tokyo, the focus is on assisting clients with technical challenges and ensuring they receive dependable support. Daily work involves troubleshooting, resolving technical problems, and communicating clearly with customers to address their concerns. What you will do Respond to technical questions from clients and deliver effective solutions Diagnose and resolve product-related issues to help maintain customer satisfaction Collaborate with engineers and product managers to understand product features and meet client needs Help strengthen client relationships by providing consistent, reliable support Collaboration This role involves frequent interaction with internal teams such as engineering and product management. Staying up to date on product developments is key to providing accurate support to clients. Growth and development intuitive encourages learning and career growth. Team members receive support as they expand their technical skills and develop professionally within the company.
Technical Support Engineer (Tokyo, Japan).Are you a passionate technical problem solver who thrives on transforming customer challenges into success stories? Join Ivanti, where you will deliver expert support and cultivate trusted partnerships, empowering clients to benefit from secure, top-tier IT solutions. Your technical expertise and dedication to customer satisfaction will significantly enhance the experience of our global clientele—every single day. Why this role matters Your contribution will play a crucial role in establishing secure, scalable IT environments for prominent organizations across the globe. You will be at the forefront of our customer experience, tackling intricate technical challenges and enabling clients to harness the full potential of Ivanti's solutions. By becoming part of our team, you will help redefine support and empower our enterprise customers to flourish in a rapidly evolving Everywhere Work environment. What you’ll do: Provide comprehensive technical support for Ivanti’s SaaS and on-premises platforms, effectively resolving complex customer inquiries and cases. Troubleshoot and analyze root causes, delivering clear and efficient solutions for client/server communications, SSL/TLS, networking, and mobile device management. Foster strong relationships with customers through empathetic, proactive support and transparent communication. Work collaboratively with cross-functional teams, leveraging your insights to advocate for optimal technical outcomes. Set up and maintain test environments to replicate issues, ensuring robust troubleshooting capabilities. Develop and author Knowledge Base articles to empower customers and promote self-service. Stay updated on best practices and new product features to provide world-class support. Advise customers on secure network communications, including SSL/TLS protocols, certificate management, and troubleshooting security issues. What you will bring: Proven experience troubleshooting client/server communications and enterprise systems (DNS, networking, firewalls, SMTP, HTTPS, load balancers, ActiveSync, and Microsoft server technologies). Hands-on expertise in Mobile Device Management (MDM), particularly with Apple iOS and Android Enterprise. Strong analytical skills for diagnosing SSL/TLS issues, including handshake failures, certificate errors, and network blocks. Knowledge in cloud environments (Azure/Intune), networking, and security protocols.
Join Coupa Software as a Technical Support Engineer in Tokyo, where you will play a crucial role in delivering exceptional technical assistance to our clients. You will be responsible for troubleshooting complex technical issues, providing solutions, and ensuring a seamless customer experience. This is an exciting opportunity to leverage your technical skills and contribute to our mission of helping organizations manage their spending effectively.
About ClickHouseFeatured in the 2025 Forbes Cloud 100 list, ClickHouse stands out as a pioneering and rapidly expanding private cloud company. With over 3,000 clients and an astounding annual recurring revenue growth of over 250%, ClickHouse is at the forefront of real-time analytics, data warehousing, observability, and AI workloads.Our company's impressive growth trajectory was recently reinforced by a $400 million Series D funding round. In just the last three months, notable clients such as Capital One, Lovable, Decagon, Polymarket, and Airwallex have either adopted our platform or expanded their existing deployments. These clients join a prestigious list of AI innovators and global brands including Meta, Cursor, Sony, and Tesla.Join us on our mission to revolutionize data utilization. Become a part of our exciting journey!This position is open for candidates located in Japan. The specific location within Japan is flexible, as this role is predominantly remote with occasional onsite travel to support our clients in Tokyo.Your Role:We are expanding our support team at ClickHouse, dedicated to delivering exceptional service to our customers globally. We are looking for someone eager to undertake a diverse range of tasks related to our clients in Japan, as well as across the Asia-Pacific and EMEA regions. This customer-facing role includes onsite client visits in Japan. You will manage various responsibilities including handling support tickets, community engagement, assisting with pre- and post-sales customer activities, collaborating with our Go To Market team on intricate technical aspects of proofs of concept, and proposing enhancements to our Support processes at ClickHouse. This is a fantastic opportunity for someone ready to take initiative and help us strengthen our regional presence in Japan!Potential Projects:Collaborate closely with the Support Services team, Engineering, and Product Management to identify user and customer requirements.Create solutions based on ClickHouse Cloud and ClickHouse open-source that can be disseminated to our users, community, and customers through documentation, knowledge bases, blogs, meetups, webinars, and training sessions.Contribute to mentoring, training, and sharing insights with colleagues, users, and customers.Ultimately, you will provide outstanding customer service as a front-line engineer and representative of ClickHouse. Our Support Engineers are committed to delivering professional responses, on-call coverage, and guidance within the stipulated Service Level Agreement (SLA) for technical cases.
Join us in expanding our global footprint as we leverage our remarkable achievements in the database sector. The database market is set to experience significant growth, and TiDB stands at the forefront as a transformative force with its Database and Database as a Service solutions. TiDB is an open-source, cloud-native, distributed SQL database designed for flexible scaling and real-time analytics. Our platform is trusted by large enterprises across diverse sectors including financial services, logistics, gaming, e-commerce, and SaaS, successfully managing mission-critical applications. With a vibrant open-source community (over 39,500 stars on GitHub), cutting-edge products, and a culture that fosters innovation and inclusivity, we invite you to explore career opportunities at TiDB and be part of our exciting journey.Position OverviewAs a Technical Support Engineer (TSE), you will provide comprehensive technical assistance to enterprise clients, ensuring the optimal performance and stability of TiDB. Your role will involve troubleshooting issues, performance optimization, and proactive support, empowering our clients to utilize TiDB with confidence.Utilizing your advanced knowledge of databases and distributed systems, you will help resolve technical challenges, propose operational improvements, and collaborate effectively with both internal teams and customers, contributing to their success.Key ResponsibilitiesAddress technical inquiries related to TiDB and its components, investigating and resolving performance issues and incidents.Assist in recovering from major incidents and conducting root cause analysis, organizing trends and providing feedback for product enhancements.Support the setup, configuration, and upgrades of TiDB clusters, facilitating their deployment and operational needs.Propose and optimize architectures tailored to customer environments, ensuring seamless integration with existing systems.Develop technical documentation such as installation procedures and configuration guides, enhancing our knowledge base.Provide pre-sales technical support during the PoC phase, working closely with technical teams to improve support quality.
Role overview IFS is hiring a Support Engineer in Tokyo to help maintain and improve the performance of our IFS software solutions. This role focuses on resolving technical issues, assisting clients, and working with internal teams to strengthen our services. What you will do Troubleshoot technical problems related to IFS software Offer guidance and support to clients using our solutions Collaborate with colleagues across different teams to improve service quality What you bring Technical skills for diagnosing and resolving software issues Strong problem-solving abilities Experience supporting clients or end users
Role overview Flywire is hiring a Senior Application Support Engineer I in Tokyo. This role focuses on keeping applications reliable and high-performing. The position involves troubleshooting advanced technical issues, supporting clients, and working with teams across the company to improve products.
About Our TeamJoin the Technical Support team at OpenAI, where our mission is to empower developers and enterprises to seamlessly leverage OpenAI models for their critical solutions. We take pride in providing expert technical guidance, troubleshooting complex challenges, and helping our clients maximize the potential of our advanced AI models. Collaborating closely with Technical Success, Product, Engineering, and other teams, we strive to ensure an unparalleled customer experience. With a focus on automation and the latest AI innovations, we are redefining Technical Support in an AI-driven world. Become a part of our Senior Support Engineering (SSE) team and help us shape the future.About the PositionWe are seeking an experienced Senior Support Engineer to partner with our key enterprise accounts and product teams to tackle some of the most challenging technical issues our customers encounter. As a member of OpenAI’s premier technical troubleshooting team, you will be the go-to expert for both our customers and engineering teams, providing invaluable technical insights to resolve intricate problems.In this role, you will design and implement operational processes to monitor our most strategic clients alongside a dedicated 24x7 support team. Collaborating closely with Infrastructure and Engineering teams, you will ensure our customers have the best experience possible at scale. Your contributions will be vital to the success of innovative, groundbreaking, and large-scale AI solutions developed using the OpenAI API platform.This is a unique opportunity where the focus is on low volume yet high-complexity challenges.This position is based in Tokyo, Japan, utilizing a hybrid work model with 3 days in the office each week. We also offer relocation assistance for new employees.Key Responsibilities:Serve as a leading authority in technical troubleshooting for our API platform, acting as the final line of defense before escalation to the core Engineering team.Proactively seek and implement strategies to enhance support operations through automation and cutting-edge AI advancements, influencing the future of technical support.Set up and utilize sophisticated monitoring and alerting workflows to identify customer-impacting issues in real-time.Collaborate with engineering teams to conduct reliability assessments and prepare for the launch of new features or updates based on strategic customer requirements.
About Our TeamAt OpenAI, our User Operations team plays a crucial role in guiding our customers through the adoption of AI technologies, ensuring that their overall experience with our products is exceptional. We are pioneering the first support team in a post-AGI landscape, tackling complex challenges and providing technical guidance that empowers our clients to maximize the value and efficiency of our offerings. Collaborating closely with Sales, Technical Success, Product, Engineering, and other departments, we aim to deliver unparalleled customer experiences at scale. Our clientele ranges from innovative startups to established global enterprises, each with unique needs and backgrounds.About the RoleWe are seeking passionate, experienced individuals who are eager to address some of the most challenging problems our customers face and help us build our post-AGI support framework. In this role, you will interact with customers through support tickets and Slack, troubleshooting intricate issues and resolving often undefined technical challenges, while setting a standard for excellence within the team. You will work collaboratively with cross-functional teams to spearhead initiatives aimed at reducing bugs, enhancing features, and developing systems that elevate our customer experience. Your contributions will help us achieve industry-leading response times and service levels while fortifying our internal feedback processes in an increasingly complex environment. Your efforts will be vital in scaling our support organization by optimizing operational workflows and leveraging our technology to establish the next generation of the support team in the AI era. If you thrive in dynamic environments that prioritize impact, teamwork, and rapid problem-solving, you could be an ideal fit for our team.This position is based in Tokyo, utilizing a hybrid work model of three days in the office each week, with relocation assistance available for new hires. Candidates must be fully bilingual, proficient in both Japanese and English (spoken and written). Please submit your resume in English; the interview process will include discussions in both languages.Your Responsibilities Will Include:Engaging directly with customers to solve their most complex issues and provide comprehensive education on our platforms.Becoming a leading expert on all aspects of OpenAI products, ensuring customers utilize them to their fullest potential.
Become a vital member of Nexthink’s global Product Support team and contribute to establishing our support presence in Japan. Nexthink offers a sophisticated, enterprise-grade solution utilized by clients worldwide, placing this role at the nexus of technology, customer engagement, and effective problem resolution—not just ticket management.As the inaugural Product Support Engineer in Japan, you will exceed the typical L1/L2 support framework by addressing advanced troubleshooting challenges, fostering cross-team collaboration, and influencing how we serve our Japanese clientele. You will work closely with the Global Support team and serve as a primary local contact for both customers and internal stakeholders.Reporting directly to the Global Service Delivery Manager in India, you will engage with global Support, Engineering, and Product teams to deliver an exceptional support experience tailored for Japan.Key Responsibilities:Manage L1 & L2 support cases for customers and partners in Japan and other designated regions, ensuring resolution from initial contact to final resolution.Provide advanced troubleshooting support (L2+) by resolving intricate and ambiguous issues.Diagnose complex issues across Linux servers, Windows environments, networking, and cloud infrastructures.Communicate directly with customers in Japanese through calls, remote sessions, and written correspondence, while effectively liaising in English with global teams.Collaborate closely with the Global Support team for case coordination, escalations, shift transitions, and shared operational practices.Oversee and manage cases from start to finish, ensuring precise triage, timely updates, and high-quality resolutions.Work in partnership with Engineering, Product, and other internal teams to expedite the investigation and resolution of complex challenges.Engage in incident management, post-incident analysis, and follow-up actions as necessary.Develop and enhance knowledge base content in both English and Japanese to prevent redundant issue resolutions.Contribute to the establishment and improvement of Japan's support operations, including templates, triage protocols, common issue playbooks, and customer communication standards as the function expands.Take genuine ownership of your responsibilities, going beyond merely following the runbook.
