Customer Support Engineer

MasterControl Japan

Customer Support Engineer delivering in-depth technical application support and troubleshooting for MasterControl's software. Working with various internal teams to enhance customer satisfaction.

Posted 5/13/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

JavaSQL

About the role

Key responsibilities & impact

Exceeding customer expectations by providing a tailored service experience.
Identify and resolve customer issues via incoming calls, emails, etc.
Provide customers with knowledge regarding software functionality and best practices.
Identify and reproduce software defects for submission to development.
Provide Customers with root cause analysis and in-depth troubleshooting.
Meet and exceed Service Level Agreements through effective incident management.
Writing Technical Documentation (i.e. Knowledge Base Articles).
Contributes to the departments' Key Performance Indicators (KPI).
Performs software implementation, installation, and upgrades to MasterControl customers.
Updates and maintains reports for customers and key internal contacts.
Provides backup support to other CSE team members.
Works directly with escalation engineers to assure resolution of critical customer issues.
Provide and participate in technical training and knowledge transfer for new or complex products.
Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles.
As directed, performs special projects.

Requirements

What you’ll need

Must be willing to work USA (MST) hours of operation to connect with North American clients, on a full time basis.
Excellent customer relationship and advocacy skills.
Advanced application troubleshooting skills.
Database management knowledge / MS SQL experience required.
Attention to detail.
Professional-level writing and communication skills.
Professional English language, speaking/writing skills.
LDAP & Active Directory experience / knowledge desirable.
Understanding virtual environments. Strong experience desirable.
Programming experience / knowledge (Java Script, HTML) helpful.
Proficient with Claude Code or similar.

Benefits

Comp & perks

Competitive compensation
Schedule flexibility
Fitness clubs (you get paid to have fun and be active!)
Company parties and employee recognition programs
Wellness programs
Much, much more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

application troubleshootingdatabase managementMS SQLLDAPActive DirectoryJava ScriptHTMLsoftware implementationtechnical documentationincident management

Soft Skills

customer relationship skillsadvocacy skillsattention to detailprofessional writing skillscommunication skillsproblem-solvingteam collaborationcustomer servicetechnical trainingknowledge transfer