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
- 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
Desirable Skills & Experience
- 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
Desired Personality Traits
- 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
Selection Process
*Please note that we will ask you to provide references after the final interview.
About the Engineering Team
Our Team
Our Development Process
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.
- Regular employees
- Probation period: 3 months after joining the company (conditions are the same as permanent employment)
- Tokyo office or Remote (Hybrid)
Work Hours
- Full flextime system
Bonus
- Twice a year
Holidays/PTO
- Complete a five-day workweek system (National holidays, year-end and New Year holidays, etc.)
- Unlimited paid time off
- 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
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.
Autify’s policies during COVID-19 are as follows:
They’ve adopted a policy of working fully remotely (previously they allowed one day a week of remote work)
They no longer have a physical Japan office (previously they had one in Tokyo)
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