Premium Support Engineer

Skills

About the Role

You will deliver rapid technical support for premium customers, diagnose and resolve complex platform issues, manage incident communications, and coordinate escalations. You will improve support workflows through tooling, automation, documentation, and mentoring.

Requirements

• 4+ years of technical support, developer support, or systems engineering experience
• Professional written and verbal fluency in English and Japanese
• Experience providing rapid-response support to high-value or enterprise customers
• Debugging skills with JavaScript, Python, or similar languages
• Written and verbal technical communication skills
• Familiarity with Zendesk, Linear, Slack, and debugging utilities
• Ability to manage multiple high-priority issues simultaneously

Responsibilities

• Provide high-priority support to Premium customers within strict SLAs
• Diagnose, reproduce, and resolve complex technical issues
• Escalate and track high-impact issues with Product and Engineering
• Lead customer-facing communications during outages and incidents
• Identify recurring issues and reduce time to resolution
• Contribute to internal tooling, automation, and documentation
• Partner with internal teams to support Premium customers
• Onboard and mentor support engineers

Benefits

• Equity
• 401(k) program with a 4% match
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Paid parental, medical, and caregiver leave
• Flexible time off and holidays
• Commuter benefits
• Monthly wellness stipend
• In-office setup reimbursement
• Quarterly team gatherings
• In-office amenities