Senior Technical Support Engineer
- Tokyo
- Remote OK - Worldwide
- Full-time
- December 15, 2023
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.は、米国トップアクセラレーター「Alchemist Accelerator」を日本人チームとして初めて卒業した、サンフランシスコ創業のスタートアップです。私たちは「技術の力で人々の創造性を高める」をミッションとして掲げ、AIを用いたソフトウェアのテスト自動化プラットフォーム「Autify」を開発・提供しています。
市場の変化が激しい昨今、ソフトウェアを素早くリリースすることが求められており、アジャイル開発が主流となってきました。実際にグローバルでは92%がアジャイル開発を採用しており、そのうち71%が週一回以上のリリースを希望しています。そのようなサイクルでは、人手の検証作業は時間がかかりすぎるため、自動化への移行が急務となっています。私たちのサービスは、そのような重大課題を解決し、顧客のソフトウェア開発における競争力を高めることができます。 QAのグローバル予算は120兆円にも登ると言われており、私たちはこの巨大なグローバルマーケットを勝ち取るため、日本のみならず海外への早急な展開をしていきます。
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