monday.com

Technical Support Engineer, Customer Experience

monday.com

full-time

Posted on:

Origin:  • 🇯🇵 Japan

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Job Level

Mid-LevelSenior

Tech Stack

GraphQL

About the role

  • Work closely with enterprise customers and software engineers to resolve the most complex issues.
  • Build out systems and processes to manage tasks from report to completion.
  • Perform in-depth troubleshooting and handle complex client inquiries via main support channels.
  • Manage and solve assigned cases by providing the best support solution given the client needs.
  • Investigate root causes by isolating problems, searching application logs, and utilizing developer tools (Chrome Dev Tools, monitoring systems, database commands).
  • Reference technical documentation and contribute to internal knowledge base content.
  • Collaborate with business and engineering teams to ensure transparent communication and efficient issue resolution.
  • Develop regular reports to understand the health and quality of the platform.

Requirements

  • 3-5+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable.
  • Experience with inspecting and diagnosing web-applications and/or mobile applications.
  • Customer-facing experience navigating internal stakeholders while ensuring exceptional customer service.
  • Strong understanding of and experience with REST APIs and/or GraphQL API.
  • Knowledge of Single Sign-on including OAuth, SAML, and SCIM.
  • Ability to reproduce customer issues, perform initial triage and file bugs with Engineering.
  • Commitment and drive to provide delightful customer experiences and tenacity to drive issues to resolution.
  • Self-starter with a high level of independence.
  • Excellent interpersonal skills and multitasking abilities.
  • Superb written and verbal communication skills.
  • Fluent in written and spoken English and native Japanese proficiency (native Japanese proficiency is required/preferred).
  • Positive attitude, empathy, and high energy.
  • Ability to take initiative and adapt.
  • Hybrid work requirement: 3 days/week in the Tokyo office.