Technical Support Engineer

Remote OK - Worldwide
Full-time
April 27, 2023

Why we are hiring

The Technical Support Engineering team acts as a bridge between the Customer Support team and other Engineering teams, responsible for deep-dives into reported issues and proposing product improvements based on the needs of the customer and the team itself.

Note: This role is aimed at supporting customers in the Japanese market, so you must be able to work in Japan standard time, 10 am to 7 pm JST.

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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, determine their root causes, and devise potential workarounds.
Propose new features and stability improvements based on the results of your investigations.
Ensure efficient communication and collaboration between all the stakeholders across the escalation chain.

Requirements

Hands-on experience supporting and troubleshooting SaaS applications
An understanding of multi-tier web architectures and how to troubleshoot them
Able to prioritize and work to deadlines, even when the workload is high
Business-level English language skills

Preferred

A computer science or engineering background
3+ years of development experience, preferably in web application development
Experience in test automation or software quality assurance
Experience with Ruby on Rails and TypeScript
Experience in modern development processes that incorporate agile and scrum
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
Someone passionate about digging deep into problems and going beyond a shallow understanding
Someone who is skilled at isolating and determining root causes from execution logs and error information

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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)

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.