Support Engineers (Tier 3 / Billing / Client)

Randstad is supporting an American fintech public-listed company, to hire several bilingual Support Engineers covering various duties - Tier 3 / Billing / Client. 

This is for our client's exciting Japan market entry to launch an all-in-one smart payment terminal (point-of-sale/POS) product, where you will be a founding member of their Japan team. The product has significant presence in America - including Walmart and Disneyland, and has been deployed to more than 12 international markets successfully.

As a Support Engineer, you will provide high-level technical and operational support to both internal teams and external partners/developers. We are looking for analytical, innovative thinkers who can isolate time-sensitive issues and communicate findings to audiences of varying technical backgrounds. 

Depending on your specific technical expertise, you will contribute across the following areas:

Technical Troubleshooting & Escalations

• Triage, document, monitor, and resolve merchant issues by working closely with Product, Engineering, QA, and Ops teams.
• Manage high-priority technical escalations and investigate complex challenges related to networking, mobile devices, and web interfaces.
• Participate in a regular on-call rotation to ensure platform stability.

Developer & Platform Support

• Act as the primary technical contact for third-party developers building apps on the platform.
• Answer inquiries regarding REST APIs and SDKs (iOS, Android, Windows) and support the community forum.
• Plan and build example demo applications to showcase platform features and best practices.

Data Analysis & Billing Operations

• Provide support for billing inquiries, including Developer Billing.
• Execute end-of-month billing operations and use SQL to pull data for reports from multiple sources.
• Create and maintain data dashboards (e.g., Sigma Computing) to provide insights into the merchant experience.

Core Qualifications

• Fully bilingual in English and Japanese (written and verbal).

• Technical Aptitude: High degree of troubleshooting skill for computer systems, networking, and mobile OS

• Analytical Mindset: Innate curiosity for solving complex problems through hypothesis-driven investigations.

• Minimum 1 year of experience driving projects to completion with minimal guidance in a rapidly changing environment.

Technical Skills (Role-Specific Mix)

• Data/SQL: Minimum 1 year of experience writing SQL queries and performing data analysis using Excel, Snowflake, or similar databases.

• Programming: Proficiency in at least one language (Java, Python, PHP, JavaScript, etc.) and the ability to write simple code snippets.

• Prior experience in software development, software consulting, or technical support.

Bonus Skills

• Strong understanding of relational databases and querying tools like Kibana or Grafana.
• Experience with Android or iOS troubleshooting/development
• Experience automating manual processes or gathering technical requirements.
• Prior experience as a technical team lead or manager