Tulip Interfaces

Product Support Engineer

Tulip Interfaces

full-time

Posted on:

Location Type: Remote

Location: Japan

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Tech Stack

AWSAzureCloudSQL

About the role

  • Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries.
  • Educate customers on the product, usage, and features.
  • Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed.
  • Escalate and follow-up complex cases with key collaborators below.
  • Manage Support workload to provide visibility to issues and resolution status.
  • Continuously improve the internal support processes and tools.
  • Expand product documentation held in our customer-facing knowledge base.
  • Process business and technical information for customers and provide feedback for the developer teams.
  • Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.

Requirements

  • You are willing to work in a fast paced, challenging, quickly changing environment.
  • You are keen to learn the latest technologies and improve yourself.
  • You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls.
  • You are genuine, humble, curious and willing to work in a fun, diverse culture.
  • Experience with ticketing systems (e.g. ZenDesk).
  • Experience in manufacturing or process engineering.
  • Familiarity with Atlassian environment (e.g. Jira, Confluence).
  • Collaborative attitude to partner with and manage multiple teams to resolve issues.
  • Exceptional communication skills, written and oral.
  • Technical knowledge in API, HTTP, SQL, and cloud platforms (AWS, Azure).
Benefits
  • Direct impact on product and culture
  • Company equity
  • Hybrid Work Style
  • Learning & Development benefit
  • Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation
  • Commutation Allowance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical product supportAPIHTTPSQLcloud platformsAWSAzure
Soft Skills
communication skillscollaborative attitudecuriosityhumilitygenuineness