Product Support Engineer- Japanese (Remote Job)

• At least 2 years of hands-on experience in technical support, Information Technology related functions or software development.
• Exceptional written and oral communication skills including documentation.
• Understanding of one or more relational databases (MySQL, SQL Server, Postgres) including the ability to run queries and analyze the output.
• Experience with ticketing systems such as Freshdesk, Zendesk, or Salesforce.
• Familiarity with business applications such as Zoom, G Suite, MS Office and SSO technology such as Okta.

• Provide high quality service and leadership to meet or exceed service level agreements committed to our customers/partners and meet our internal customer satisfaction goals.
• Leverage a mastery of company's products to effectively provide technical support to our customers.
• Gain a technical and functional understanding of new product features as they are released.
• Assume full ownership and control of issues as they arise, to develop and maintain excellent relationships with all our customers and partners, and to help in continuously improving the support service to maintain a high level of client satisfaction.
• Lead interaction and collaboration with other teams such as Engineering and Support as needed to address escalated issues.
• Document relevant technical knowledge to contribute to our knowledge base.
• Document processes used within Product Support to ensure that we have process consistency for current and future team members.
• Use expert analysis of product logs to identify a reported problem.
• Query databases and analyze the data returned as part of troubleshooting the issue.
• Collect necessary information to assist in ongoing investigation of underlying defects.
• Work with other teams as required to identify and report defects, find incident fixes and validate enhancement requests.
• Assist customers to successfully onboard to promptly recognize product value.