About this role
Troubleshooting high-impact production incidents, analyzing system logs, and providing direct technical partnership to strategic clients form the core daily responsibilities in this Tokyo-based position. The User Operations department handles complex technical inquiries, bridges the gap between external users and internal engineering groups, and builds modern support operations for emerging AI technologies.
Candidates will navigate ambiguous challenges by testing hypotheses, isolating root causes, and collaborating closely with product, sales, and engineering divisions. Success in the role requires deep curiosity, rigorous technical problem-solving capabilities, and the resilience to guide enterprise organizations through critical operational milestones.
What you will do
- Work directly with Premium Support customers to troubleshoot complex technical issues including API failures, integration challenges, and production incidents.
- Provide end-to-end technical ownership by analyzing system behavior, testing hypotheses, and isolating failure domains.
- Manage customer-specific responses to high-impact incidents by assessing severity, coordinating cross-functional responders, and guiding issues through resolution.
- Communicate clearly and proactively during periods of uncertainty to internal partners, customer technical teams, and business executives.
- Develop a detailed understanding of customer architecture, dependencies, and operational constraints to share with internal engineering and product teams.
- Translate recurring user pain points into evidence-backed feedback to improve product reliability and performance.
- Leverage automation and internal tooling to scale support workflows and build preventative improvements for client workloads.
What you need
- Bring significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a similar role involving hands-on diagnosis of complex production issues.
- Demonstrate expert-level troubleshooting skills with a track record of resolving ambiguous technical problems across APIs, distributed systems, and cloud infrastructure.
- Possess the ability to read and analyze logs, metrics, traces, API requests, and authentication flows to understand system behavior.
- Show experience leading or playing a central role in customer-impacting incidents, including severity assessment and root-cause analysis.
- Be fully bilingual with native or professional fluency in both Japanese and English, covering spoken and written communication.
- Be available to work from the Tokyo office under a hybrid schedule requiring three days per week on-site.
Nice to have
- Experience writing code or scripts in Python, JavaScript, or similar languages to reproduce issues and automate repetitive tasks.
Benefits
- Relocation assistance to new employees
Skills and tech stack
Questions candidates ask
What is the remote work policy for this position?
This role is based in Tokyo and utilizes a hybrid work model requiring three days in the office per week. Relocation assistance is available to new employees.
What language requirements are needed for the interview process?
Candidates must be fully bilingual and fluent in both Japanese and English. Resumes must be submitted in English, and interviews will include conversations in both languages.
What does day-to-day collaboration look like across internal teams?
Support engineers work closely with Sales, Technical Success, Product, Engineering, and Go-to-Market teams. They coordinate cross-functional responses to incidents and share architectural context to improve customer workload resilience.