The Opportunity

We are looking for customer-focused Technical Support Engineers to support enterprise cloud infrastructure solutions and deliver an exceptional customer experience.

In this role, you will work closely with customers, Sales, Solution Engineers, and Product Engineering teams to troubleshoot technical issues, improve product usability, and ensure the successful deployment and operation of enterprise cloud technologies.

The ideal candidate is passionate about technology, enjoys problem-solving, and thrives in a fast-paced, collaborative environment.

Candidates must possess valid work authorization in Japan and business-level to native-level Japanese proficiency (JLPT N1 or equivalent).

Key Responsibilities

• Troubleshoot, debug, and resolve technical issues encountered by customers in production environments
• Improve product supportability by testing new features and developing operational tools
• Analyze customer environments proactively to identify and minimize operational risks
• Collaborate with Product and Engineering teams to provide customer feedback and recommend product improvements
• Work with technology partners and third-party vendors to resolve ecosystem-related issues
• Create and maintain internal and external technical documentation and knowledge base articles
• Participate in scheduled on-call rotations and provide support outside regular business hours when required
• Deliver a high-quality customer support experience and act as a trusted technical advisor to customers

Team Environment

• Collaborative and team-oriented culture working closely with Sales, Solution Engineering, TAM, and Consulting teams
• Strong customer-first mindset with a focus on delivering world-class technical support
• Open and supportive environment that encourages knowledge sharing and continuous improvement
• Team members actively collaborate and communicate both professionally and socially

Preferred Skills & Experience

• Experience supporting enterprise infrastructure, cloud, virtualization, or data center technologies
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills in Japanese
• Customer-facing support experience in enterprise IT environments
• Familiarity with virtualization, storage, networking, or cloud platforms is highly preferred
• Ability to work independently while collaborating across global teams