Senior Technical Support Engineer

Role overview

The Senior Technical Support Engineer resolves complex technical issues for customers using agreement-management software and related services. The role combines advanced troubleshooting with customer advocacy: investigating API, web, network, security, and integration problems; coordinating with engineering and other internal teams; and feeding recurring customer insights into product improvements. The position also contributes to team knowledge, documentation, and support quality while remaining effective during urgent or escalated situations.

Responsibilities

- Provide technical support for agreement-management products and associated services. - Investigate customer issues involving APIs, integrations, web behavior, networking, security, authentication, and data validation. - Use support systems, logs, browser developer tools, administrative consoles, and related diagnostic resources to identify root causes. - Own escalated cases that require engineering involvement, tracking defects through resolution and communicating progress clearly. - Collaborate with product, engineering, account management, and other teams to coordinate complete solutions and influence product improvements. - Mentor colleagues, share technical knowledge, and create or improve troubleshooting guides, FAQs, and knowledge-base content.

Requirements

- Bachelor’s degree in computer science, engineering, or a related technical discipline. - At least three years of SaaS troubleshooting experience in a technical support role serving the Japanese business market. - Understanding of modern markup or programming languages such as XML, Python, PHP, JavaScript, or similar technologies. - Experience troubleshooting web-based environments involving HTTP, JSON, IIS, HTML, and CSS. - Demonstrated ability to develop and maintain technical documentation. - Strong written and spoken English communication, with the ability to remain composed during critical situations.

Nice to have

- Expertise in at least one relevant product or workflow area, including contract lifecycle processes and architecture. - Experience with Wireshark, Fiddler, Charles Proxy, browser developer tools, or comparable log and network analysis tools. - Familiarity with web-service APIs, monitoring platforms, SAML, OAuth, Salesforce administration, SQL or SOQL, and complex validation rules. - Native-level Japanese language ability. - Experience administering Microsoft, Dynamics, or SharePoint environments.

Benefits and work setup

- Remote position, with work performed primarily from a designated remote location.