Customer Support Engineer

Remote OK - Anywhere in Japan
Full-time
August 5, 2022

Background of this role

To further strengthen our customer support system, we are hiring Customer Support Engineers. You will work with the technical team to respond to technical inquiries and create documentation to further increase customer satisfaction.

Job role

Respond to test automation inquiries received via chat (Intercom)
Isolate and prioritize the causes of test failures and communicate them to the development team
Listen to client requests and relay them to the product team
Provide support using JavaScript
Create user documentation, such as FAQs
Analyze support status

Requirements

Communication skills to coordinate and collaborate with clients and other departments
Customer support or technical support experience via chat, email, phone, etc.
Basic knowledge of HTML, CSS, and JavaScript
Basic understanding of software testing
Basic conversational English skills or willingness to learn English
Ability to communicate in business level Japanese

Preferred

Experience in developing websites or smartphone applications
Experience in testing websites or smartphone applications
Experience in providing SaaS product support for engineers
JSTQB certified
Ability to communicate in business level English

APPLY NOW ➜Japanese Required ⚠️

About Autify

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-based software test automation platform.

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.

Over 300 companies have begun using their service since its official release in October 2019, and that number is continuing to grow.

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.

Japanese Language Policy
Autify doesn’t require Japanese skills for engineers. All oral and written communications (including slack and all documentation) is in English, so there’s no need for engineers to speak Japanese.
Visa Sponsorship
Autify’s flexible when it comes to helping you get a visa. They’re willing to hire people currently living overseas and sponsor your visa (as long as you fulfill the Japanese visa eligibility requirements). Autify also allows working from abroad while waiting for your visa to be approved.

They’re even open to having people continue to work remotely from outside of Japan longer-term as long as you can be available during normal business hours in the JST time zone.
Paid Leave
10 days of paid leave and 5 days of sick leave plus public holidays in Japan.
Benefits
💹 Employee stock option plan

💻 New tech gear (Laptop PC will be lent when joining the company)

👩‍🎓 Skill development support

🏠 Remote work allowance

💛 Support for attending conferences

🧡 Seminar participation support

📕 Book purchases

👶 Parental Leave

👩‍🏫 English learning/skill improvement program support

💜 Social security / insurance benefits included

🏥 Healthcare insurance

💚 Pension insurance
Remote Work
Autify is working 100% remotely currently, so they don’t require members to live in Tokyo, if you are able to relocate to Japan. They also have quarterly in-person meetings in Tokyo but it’s not mandatory to commute to Tokyo once every three months. You can also join remotely.

Note: We welcome remote work from other countries as long as you can work during the JST time zone. Those living outside of Japan will remotely join quarterly in-person meetings.
Work style
Work hours: Full flex time (No Core Time!)

Autify allows their members to choose their own hours as long as they average 8 hours a day each month. There may be times when you’re expected to join meetings and you may need to be online during the JST time zone, but otherwise work hours are flexible.