Senior Product Support Engineer

Role

We are looking for a Senior Product Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization. Our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential.

What you’ll do (Role Expectations)

• Provide phone and email consultation to independently debug complex security and network problems for Tier III support

• Partner with Engineering to assist customers with testing or troubleshooting efforts

• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

• 4+ years of experience in technical support or a related technical field

• University degree in IT, Computer Science, or a related field

• Proficiency in troubleshooting, debugging, and working directly with customers

What Will Make You Stand Out (Preferred Qualifications)

• In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics

• Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP

• Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!