Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Providing excellent technical support to customers in Japan and across APJ/EMEA with an accent on owning support tickets, community support, and pre/post-sales activities. Focus on defining functionality, developing solutions, and building trusted relationships while expanding regional presence.

Location: Must be based in Japan, with onsite travel required to customers in Tokyo.

Company

hirify.global is a fast-growing private cloud company recognized on the Forbes Cloud 100 list, leading the market in real-time analytics, data warehousing, observability, and AI workloads.

What you will do

• Provide excellent front-line customer service, professional responses, and on-call coverage within SLAs.
• Own support tickets, community support, and help with pre- and post-sales customer activities.
• Partner with the Go-To-Market team on deeply technical aspects of Proof of Concepts (POCs).
• Suggest improvements to support processes and build strong relationships with colleagues, customers, and partners.
• Contribute to defining required functionality and developing solutions to share with users via documentation, blogs, and training.
• Assist with mentoring, training, and sharing knowledge with colleagues, users, and customers.

Requirements

• Prior experience within a technical support organization.
• Technical breadth and depth in hirify.global DBMS or similar OLAP/SQL databases, Cloud/SaaS platforms, Linux/Unix, Kubernetes, and containers.
• System or Network Administration experience.
• Experience in a customer-facing role (pre- and post-sales support, solution/sales engineering, consulting, training).
• Strong written and verbal communication skills in both Japanese and English.
• Must be present and available for scheduling and onsite travel to deliver high-quality 24x7 support in a global, distributed environment.

Nice to have

• Demonstrated success collaborating with software developers, product managers, and account representatives.
• Passion for applying open-source software technology to massive datasets.

Culture & Benefits

• Flexible work environment with a globally distributed and remote-friendly company culture.
• Employer contributions towards healthcare.
• Equity in the company via stock options for all new team members.
• Flexible time off in the US, generous entitlement in other countries.
• $500 Home office setup for remote employees.
• Opportunities for in-person connection at company-wide offsites.