Premium Support Engineer (Tokyo)

Role overview Provide fast, technically grounded support to premium customers using a software development platform. You’ll investigate complex product problems, guide customers through incidents, and coordinate with internal teams to keep urgent issues moving toward resolution.

Responsibilities - Respond to priority customer requests within defined service-level targets. - Reproduce, diagnose, and resolve difficult technical issues across the platform. - Escalate high-impact problems to product and engineering teams, tracking progress and sharing clear updates. - Lead customer communications during service incidents and outages. - Spot recurring problems and help reduce resolution time through improvements to tooling, automation, and documentation. - Partner across teams, and help onboard and mentor support colleagues.

Requirements - At least four years of experience in technical support, developer support, or systems engineering. - Professional written and spoken fluency in both Japanese and English. - Experience delivering rapid-response support to enterprise or other high-value customers. - Strong debugging ability in JavaScript, Python, or a comparable language. - Clear, composed communication under time pressure, including the ability to explain technical issues to varied audiences. - Ability to manage several urgent issues at once with accuracy, ownership, and empathy.

Nice to have - Recent experience using the platform. - Familiarity with support and issue-tracking tools such as Zendesk, Linear, and Slack, as well as internal debugging utilities.

Benefits and work setup The role is initially remote, with a planned move to hybrid work when a local office is established. Listed employee benefits include salary and equity, health and disability coverage, paid leave, flexible time off and holidays, a wellness stipend, and quarterly team gatherings. Some benefits are limited to US employees or office-based staff.