Technical Support Engineer

Job Summary

  • 7,000,000 - 1,000,000(JPY / year)
  • Japan, Tokyo
  • Partial remote
  • Apply from Anywhere
Language Requirements
  • English: Business
  • Japanese: Not required
Key skills
  • JavaScript/TypeScript,
  • Customer support
Technical Support Engineer|AutifyTechnical Support Engineer|AutifyTechnical Support Engineer|Autify

Job Description

Job Role

Technical Support Engineer

Job Description

| Global Market for QA Markets are changing rapidly, and there is a demand for quick software releases. Agile development has become mainstream; on a global scale, 92% of developer teams adopt agile development, 71% of which aim to release at least once a week. With such a rapid cycle, manual verification is too time-consuming, and there is an urgent need for automation. Our services can solve these critical challenges and make our clients a competitive advantage in software development. QA’s global budget is said to reach over $1 trillion. We are rapidly expanding our service reach internationally to win this vast global market. | About Us Autify, Inc. is a start-up company founded in San Francisco by a team of engineers who were the first Japanese team to graduate from the top US accelerator, Alchemist Accelerator. With the mission to increase creativity with the power of tech, we develop and provide Autify, an AI-powered software testing automation platform. In October 2019, we officially released Autify for Web, our test automation software that targets web applications. Also, in October 2021, Autify for Mobile for mobile app testing was officially launched, and we closed our $10M Series A. Although the product lineup is continuing to expand, and we have been able to provide all basic functions needed in a test automation platform, we continue to receive requests for new features and improvements. | About This Role The Technical Support Engineering (TSE) team is part of the Engineering department and was created to investigate and solve technical issues from customers that cannot be resolved by the first-tier Customer Support team. Investigation is the primary focus, but TSE is also expected to help improve the capability of the Customer Support team to answer simple inquiries by themselves. This help can come in the form of documenting known issues, writing customer-facing documentation or providing training. Additionally, the team can propose logging and debugging improvements to both broaden and deepen the team’s investigation capability, carry out minor coding projects to implement said improvements, contribute to product documentation, and last but not least, make product improvement suggestions based on reported customer issues. Since the root cause of a customer issue could occur anywhere within the Autify system, TSEs are required to develop a very broad understanding of Autify’s product architecture and infrastructure so that they can make a reasonable assumption about where to start investigating before digging deeper as and when needed. Our primary stakeholders are the Customer Support and Customer Success teams, and we hold a variety of regular sync meetings with those teams to share information about potential issues, known issues, and any current investigations that are in progress and potentially of interest. As with the wider Engineering department, TSE uses the Scrum project management framework for its daily work. The associated Scrum ceremonies (daily stand-ups, refinements, retrospective & planning), as well as a weekly team meeting, are all held in English. Additionally, ad-hoc meetings may be held, such as for pair investigation work, and these can be done in English or Japanese depending on the preference and ability of the attending members. Note: This role is aimed at supporting customers in the Japanese market, so you must be able to work in Japan standard time. Working hours are flexible but you must be available during the core collaboration hours of 10 am to 2 pm JST. Responsibilities - Respond to technical inquiries from the Customer Support and Customer Success teams - Work with your TSE colleagues and other Engineering teams to investigate issues, devise potential workarounds, and try to determine the root cause of those issues - Verify and escalate product bugs to the appropriate Development team - Propose new features and stability improvements based on the results of your investigations - Contribute to both internal and customer-facing documentation - Ensure efficient communication and collaboration between all the stakeholders across the escalation chain

Required skills & Experience

Basic qualifications

- 3+ years of experience supporting and troubleshooting SaaS applications (experience as a developer handling technical support equivalent duties will also be considered) - Basic JavaScript or TypeScript knowledge - Excellent communication skills - Business-level English language skills

Preferred qualifications

- A computer science or engineering background, preferably in web application or mobile app development - Experience with Ruby on Rails - Experience with test automation or software quality assurance - in particular, test automation frameworks such as Selenium or Appium - Customer-facing support experience - Fluent English - Japanese language skills at a level that allows for daily conversation and reading of documents

Ideal applicants

- Strong discipline in analyzing and documenting issues - Passionate about digging deep into problems and going beyond a shallow understanding - Skilled at isolating and determining root causes from execution logs and error information - Able to prioritize and work to deadlines, even when the workload is high

Tech stack

- Backend: Ruby, Ruby on Rails, Go - Frontend: JavaScript, TypeScript, React, Redux, Styled Components - Machine learning: Python, PyTorch, Kubernetes - Database: PostgreSQL, Redis - Test: Appium, Selenium, WebdriverIO, Puppeteer - Infrastructure: AWS, Docker, Terraform, Packer, MacStadium - Monitoring: Datadog, New Relic, Sentry - CI/CD: CircleCI, GitHub Actions - Source code management: GitHub - Project management: Jira - Misc.: G Suite, Slack, Notion, Gather, Zoom, Miro, 1Password, Mixmax, Calendly, etc.

Job Details

Employment type
Minimum and maximum annual income(JPY)
7,000,000 - 1,000,000 (JPY)
Salary details
Bonuses paid and annual income reviewed twice a year.
Japan, Tokyo
Apply from
Remote work
Partial remote
Working hours
- Full flextime system
Note: The determination of working hours (start and end times) must be made to the extent that one's own duties (including guidance and supervision of subordinates) are properly performed and that there are no obstacles to work in terms of coordination and communication with other employees.

*Must be able to work in Japan standard time, 10 am to 7 pm JST.
- Complete a five-day workweek system (National holidays, year-end and New Year holidays, etc.)
- Unlimited paid time off
Employee benefits
- Equipped with various social insurance
- Regular health checkups
- Stock option
- A laptop PC will be rented when joining the company
- Remote work allowance
- English learning support
- Skill-up support
- Visa sponsorship
- Relocation bonus
- Relocation housing support
Selection flow
1. Submission of online coding test
2. Technical interview: 60 mins
3. FInal interview: 90 mins

- We will ask you to provide references after the final interview.
- Please provide us with your English resume when applying.
Probation period: 3 months after joining the company (conditions are the same as permanent employment)

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