Box

2 months ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Provide empathetic, proactive technical support to Box customers, resolving complex issues across product, network, API/SDK, and desktop environments. Reproduce incidents in test environments, analyze logs, and explain findings clearly to customers while collaborating with sales, customer success, and consulting teams to improve product quality and customer outcomes.

Location: Tokyo

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide empathetic, proactive technical support to Box customers via ticketing system, with remote sessions as needed
•Troubleshoot across Box product areas and related components (network, desktop environment, API, SDK); reproduce issues in test environments and perform log analysis
•Obtain and convey clear, concise explanations of technical findings to customers in an accessible manner
•Collaborate with Sales, Customer Success, and Consulting to support customer business outcomes and share information across teams
•Create and update knowledge base articles to enable self-service and contribute to product quality improvements

Key Requirements

•3+ years of enterprise technical support experience (ideally 5+ years)
•Experience with API integrations and network troubleshooting (HAR, Fiddler, Wireshack)
•Ability to use BigQuery and Google Cloud Logging to query logs and extract data for root-ccause analysis
•Native-level Japanese business communication skills (reading/writing and technical explanations)
•Ability to work cross-functionally with sales, customer success, and consulting to drive customer outcomes

Experience:3+ yearsSaaSEnterprise software

Skills:CommunicationTeamworkProblem-solvingProject managementCustomer focus

Languages:JapaneseEnglish

Tech Stack:HARFiddlerWiresharkBigQueryGoogle Cloud LoggingSQLAPISDK

Company Brief

Box

Provides cloud content management, file sharing, and collaboration services for businesses, enabling secure content storage, workflow automation, and integrations with enterprise apps to manage and share files across organizations.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Redwood City, United States

Founded: 2005

Website LinkedIn

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