Support Engineer

• Field Engineerから報告されるトラブル内容の取りまとめ
• ドイツ本社へのエスカレーションおよび技術連携
• 本社からの技術情報の国内展開
• 保守用パーツの在庫および発注管理
• Salesチームからの問い合わせ対応
• 見積書作成および手配
• 図面手配および必要に応じた作図対応
• 社内承認プロセスの管理・対応
• Marketingチームと連携した在庫管理および発注計画

Project Manager, Technical Support

• Develop new features and optimize existing code for VyOS, ensuring efficient and maintainable implementations.
• Collaborate with developers to review and validate code changes, test feature implementations, and provide feedback on bugs, optimizations, and feature proposals.
• Create technical content, including solution briefs, datasheets, and graphical materials, tailored to address specific networking use cases and technical requirements.
• Design, deploy, and configure network infrastructures using VyOS and other networking equipment to meet project objectives and performance standards.
• Design and deploy PoC scenarios using VyOS, documenting configuration setups, performance benchmarks, and solution viability for customer-specific requirements.
• Diagnose and resolve network performance, security, and connectivity issues, utilizing advanced debugging and analysis tools.
• Investigate escalated technical issues, conduct root cause analysis, and deliver reproducible solutions or detailed technical reports for development resolution.
• Conduct functional, performance, and regression testing for VyOS features and fixes, creating and maintaining detailed test documentation.
• Develop and manage automated test frameworks for repetitive test cases, enhancing testing accuracy and efficiency.
• Enhance testing methodologies by introducing advanced tools and frameworks to optimize validation processes and outcomes.
• Conduct interoperability testing with third-party systems to ensure seamless integration of VyOS into diverse networking environments.
• Maintain a centralized knowledge base with detailed, technically accurate articles and solution documentation to support internal and external stakeholders.

Network Support Engineer

• Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 09:00 AM - 05:00 PM JST (12 AM - 8 AM UTC)
• Help customers over email or Zoom/Webex meetings to facilitate issue resolution
• Work with product, engineering, and data science teams to resolve customer issues
• Create workarounds when standard procedures have failed and ensure issues are solved in a timely manner
• Document customer issues and resolutions, create knowledge base content related to software usage
• Participate in AI Support projects to develop models and tools to automate and improve customer service
• Weekend Severity 1 on-call rotation
• Participate in production incidents (IR) on the DataRobot MTS (SaaS) platform as an Incident Communicator
• Collaborate with regional partners to resolve outstanding issues and engage the in-house Partner Enablement team to drive operational excellence.
• Contribute to the design and scale agentic workflows to automate complex internal queries, while establishing a continuous feedback loop for support bot optimization and performance tuning.

AI Support Engineer II

• Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value.
• Resolve customer queries via email, phone, live chat, and Salesforce cases , covering technical, functional, and market/data questions within agreed SLAs
• Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement
• Escalate complex or high-impact cases to Level 2 support teams with clear context, urgency, and supporting details
• Build deep expertise in an assigned product area and become a “go-to” specialist for Japanese customers and internal stakeholders across APAC
• Act as a key point of contact for product operational changes , participating in scheduled product meetings and coordinating required actions
• Provide weekly updates on product support themes, ongoing projects, and operational status in departmental meetings as deem necessary

See all jobs on JobTailor

Project Manager, Technical Support

Network Support Engineer

AI Support Engineer II

Senior Client Services/Customer Support Analyst, Japanese Language Support