Senior Technical Support Engineer

March 29

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Degica Co, Ltd.

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Making Japan simple

eCommerce • ePayments • Game Publishing • Gaming • Japanese

11 - 50

Description

• The Senior Technical Support Engineer provides the first line of technical support to our Customer Success team. You will be responsible for providing technical context, troubleshooting support issues in real-time and providing timely solutions to our customers. Your focus will be on turning customer frustration into delight with outstanding support. • As a Senior Technical Support Engineer, you will be the intermediary between our customer success team and engineering teams. Your role will involve close collaboration with engineering, including triaging and escalating issues as necessary. You'll serve as the customer's champion within the engineering and product organization, ensuring that customer feedback and priorities are highlighted and addressed. • In your senior capacity, you will be expected to identify and improve support process bottlenecks to scale our support structure and improve the customer experience. You will have the unique opportunity to contribute to building the technical support organization from the ground up, establishing the foundations for a successful team. • Our ideal candidate is someone who thrives in a dynamic environment and continuously seeks ways to improve customer experience. They will be self-driven, have a strong interest in troubleshooting and root-cause analysis, and have a knack for making quick informed decisions under pressure.

Requirements

• Excellent problem-solving skills: creative, logical thinking with an attention to detail • Strong understanding of SQL • Experience with log monitoring and analysis services like DataDog • Ability to communicate with technical and non-technical individuals • 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 Nice to Haves • Business-level spoken and written Japanese • Experience in payments or payment systems • Experience writing code

Benefits

• At Degica, we embrace remote work while also offering office space for those who prefer in-person collaboration • 10 days regular vacation, 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