AI Support Engineer

Skills

About the Role

You will troubleshoot and resolve complex customer technical issues through support tickets and live calls. You will investigate API failures, integrations, authentication errors, and production incidents; analyze logs and system behavior; reproduce issues; and provide expert guidance. You will partner with Engineering, Product, Operations, and Go-To-Market colleagues to prevent recurring issues, scale solutions, and automate support workflows. You will work from the Tokyo office three days per week.

Requirements

• Fluent spoken and written Japanese and English
• Submit a resume in English
• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles
• Experience using Codex, ChatGPT, OpenAI API, or similar technologies to script or engineer code
• Python
• Expert SaaS troubleshooting
• Enterprise communication
• Experience resolving complex issues with customers and cross-functional partners
• Critical thinking
• Problem-solving
• Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience

Responsibilities

• Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents
• Debug logs, analyze system behavior, reproduce issues, and provide expert guidance
• Serve as an escalation point for complex technical issues and help prevent recurring problems
• Use scripting and AI capabilities to improve internal tooling and automate operational workflows
• Scale solutions based on customer issue learnings with Product and Go-To-Market teams
• Identify and implement automation and AI-powered workflow improvements
• Provide occasional holiday and weekend on-call support

Benefits

• Relocation assistance for new employees

Hiring Process

Interview process includes conversations in Japanese and English.