Senior Technical Support Specialist - Japan

Key Responsibilities

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
• Ability to triage support requests in an effective manner to ensure request prioritization is maintained
• Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup
• Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests
• Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally 
• Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions 
• Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning 
• Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Qualifications

• 5-7 years of technical support experience in SaaS companies in Big Data Analytics industry  
• 3+ years of experience using and/or supporting real time data processing or Decision Engine type products
• B.A./B.S. degree in a technical, analytical, or engineering discipline
• Excellent problem-solving and troubleshooting skills
• Excellent communication skills and ability to multitask in fast-paced environment
• Strong time and project management ability with focus to ensure deadlines are met
• Ability to communicate technical information in an accessible manner to non-technical employees
• Coding and database experience (e.g. Python, Java, SQL) a plus
• A process standardization and process improvement mindset
• Temporary or permanent resident of Japan