Midokura - IT Support Engineer (Customer Service) - Mid Career

Japan, Tokyo Customer service Full-Time ¥6,000,000 - ¥10,000,000 / Unspecified

Midokura is seeking a Support/customer success engineer as a point of contact to guarantee the right level of customer success to satisfaction.
We are looking for a highly motivated individual who is willing to learn new technologies and innovate, has strong analytical, problem-solving, and communication skills, as well as the ability to take on multiple responsibilities at once. Must be able to work in a fast-paced environment with teams distributed internationally and excellent English language and culture skills.

• Coding(C/C++,JAVA)
• Ability to read and assess a piece of code
• Experience being between devs and customer communicates well, can broker agreements,
etc.
• Scripting (Bash, Python) is a must
• Manage customer requests, be nice, patient, empathetic, etc.
• expectation management
• Proactivity, curiosity, follows through to figure out problems and details before passing them
along.
• Ability to think from different perspectives
• At least Intermediate-level Japanese (JLPT-3)
• Be at home in Linux / Unix-like systems, shell (as a sysadmin)
• Networking basics (TCP/IP, SSL / TLS, DNS, ...).
• Docker
• Git
• Basic issue tracking experience (e.g. JIRA, Redmine, OTRS)

• Be the main point of contact to respond to incoming support requests for our products, and communicate directly with the customer to solve the issues as well as take care of the workflow to escalate the problems after triage to the right team.
• Troubleshoot and problem solve customer support requests, often working closely with the engineering team to resolve issues
• Evaluate Service Level accomplishments proposing improvements and carrying out regular meetings with the customers to review the service performance and coordinate/execute actions for continuous improvement.
• Ability to participate in on-call support out of office hours on a rotation basis

• BS or MS degree in Computer Science or equivalent.

Desired Skills and Experience

• k8s
• cloud (Azure, AWS, GCP)
• Nice to have:
• RT OSes (NuttX) (nice to have).

Other Requirements:
• Japan Residence (Mandatory)

Country / Region

Japan

Prefecture (State)

Tokyo

Location (Address)

Tokyo or Remote

Job by

MIDOKURA Japan

We develop and program smart software in order to make life easier for people and brands. Introducing our available edge resources and our AI solutions it will be possible to upgrade your startup operations or simplify your enterprise systems. We provide the integration of Artificial Intelligence into the Edge, moving the AI ​​from the cloud to the device.