Customer Support Engineer
KLA
Technical Support Engineer, Customer Experience
monday.com
full-time
Posted on:
Location: 🇯🇵 Japan
Visit company websiteJob 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.
