Senior Technical Support Engineer

About KOMOJU

KOMOJU (by Degica) is the leading cross-border payment gateway for Japan. We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok. Today we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly API’s to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

What to expect

We are product focused, meaning you will work on our payment gateway and any other pilot projects towards building the future of KOMOJU. You will work with other engineers in a flat and inclusive culture where engineers have a say in both key product and technology decisions. The culture is largely self-organizing, which means engineers have both a stake and ownership in what they work on. Engineers play to their strengths, but are also able to invest in areas where they want to grow within the team. At KOMOJU, you are the main driver behind your growth and position in the company.

International at our core

Our founder is Canadian, and about 50% of our employees are non-Japanese. In the engineering team, we use English as our common language, and throughout the company, many people are bilingual.

Being an international company we know the importance of bilingualism. We offer all employees a choice between English and Japanese lessons.

About the position

The Senior Technical Support Engineer provides the first line of technical support to our Customer Success team. You will be responsible for providing technical context, troubleshooting support issues in real-time and providing timely solutions to our customers. Your focus will be on turning customer frustration into delight with outstanding support.

As a Senior Technical Support Engineer, you will be the intermediary between our customer success team and engineering teams. Your role will involve close collaboration with engineering, including triaging and escalating issues as necessary. You'll serve as the customer's champion within the engineering and product organization, ensuring that customer feedback and priorities are highlighted and addressed.

In your senior capacity, you will be expected to identify and improve support process bottlenecks to scale our support structure and improve the customer experience. You will have the unique opportunity to contribute to building the technical support organization from the ground up, establishing the foundations for a successful team.

Our ideal candidate is someone who thrives in a dynamic environment and continuously seeks ways to improve customer experience. They will be self-driven, have a strong interest in troubleshooting and root-cause analysis, and have a knack for making quick informed decisions under pressure.

Responsibilities

• Troubleshoot customer issues, and provide solution or technical context to the Customer Success team within our set SLAs and SLOs
• Triage and escalate issues as required to the product and engineering teams
• Be an expert on our platform and products, supporting colleagues and customers with your knowledge
• Contribute to our knowledge base for internal and external use
• Oversee our incident process and organize incident response
• Act as our customer’s champion, tracking product feedback from customers and relaying it to the product and engineering teams
• Identify and implement improvements to our support processes and structure
• Report on and help maintain key support metrics (SLA, Ticket Data)
• Provide guidance and training to team members

Requirements

• Excellent problem-solving skills: creative, logical thinking with an attention to detail

• Strong understanding of SQL
• Experience with log monitoring and analysis services like DataDog
• Ability to communicate with technical and non-technical individuals
• Effective English communication skills, both written and spoken
• Strong customer service acumen
• Ability to effectively prioritize and manage multiple-tasks
• Demonstrated experience providing software support and managing incidents
• Demonstrates strong self-management skills, requiring minimal supervision, and actively seeks out tasks to fulfill

Nice to Haves

These aren't required, but be sure to mention them in your application if you have them.

• Business-level spoken and written Japanese
• Experience in payments or payment systems
• Experience writing code

Benefits

• At Degica, we embrace remote work while also offering office space for those who prefer in-person collaboration
• 10 days regular vacation, additional 5 days summer and 5 days winter vacation
• Paid birthday holiday
• Budget for self-learning allowance, to ensure our employees’ skills remain current
• Language training for Japanese

Salary

7,000,000 - 10,000,000 yen / year

Includes (rough estimate of) profit share. Based on experience and skill level.