Senior Technical Support

Company Profile

The client is a fintech company in Tokyo. They provide leading payment solutions to clients across the globe and help them to expand the business beyond border.

The Role

• Troubleshoot customer issues, and provide solution or technical context to the Customer Success team within our set SLAs and SLOs
• Triage and escalate issues as required to the product and engineering teams
• Be an expert on our platform and products, supporting colleagues and customers with your knowledge
• Contribute to our knowledge base for internal and external use
• Oversee our incident process and organize incident response
• Act as our customer's champion, tracking product feedback from customers and relaying it to the product and engineering teams
• Identify and implement improvements to our support processes and structure
• Report on and help maintain key support metrics (SLA, Ticket Data)
• Provide guidance and training to team members

Your Skills

• Excellent problem-solving skills: creative, logical thinking with an attention to detail
• Someone who can look more deeply into a problem, gather evidence, workarounds.
• Someone who has managed similar bugs and issues; process driven and process improvements, etc.
• Strong understanding of SQL
• Experience with log monitoring and analysis services like DataDog
• Some programming experience (any languages) so they can dive into the source-code A lot of the issues will require checking the source-code directly
• Effective English communication skills, both written and spoken
• Strong customer service acumen
• Ability to effectively prioritize and manage multiple-tasks
• Demonstrated experience providing software support and managing incidents
• Demonstrates strong self-management skills, requiring minimal supervision, and actively seeks out tasks to fulfill

Location

Tokyo 23 Wards

Salary

6M - 10M JPY

Selling points

• We embrace remote work while also offering office space for those who prefer in-person collaboration
• 10 days regular vacation, an additional 5 days summer and 5 days winter vacation
• Paid birthday holiday
• Budget for self-learning allowance, to ensure our employees' skills remain current
• Language training for Japanese

Reference Number: 06940-0012963627

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