Associate Technical Support Engineer

Box
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Empathy","Ownership","Communication","Problem-solving","Collaboration","Project management"]

Provide technical support to Box customers by investigating issues through ticket-based workflows, remote sessions when needed, and online technical explanations. Troubleshoot network, desktop, API/SDK-related problems, reproduce issues in test environments, analyze logs and data to find root causes, and communicate clearly in Japanese. Contribute to product quality by reporting issues, collaborate cross-functionally, and keep the knowledge base updated.

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FursaFursa
Box
Box
2 months ago

Associate Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Provide technical support to Box customers by investigating issues through ticket-based workflows, remote sessions when needed, and online technical explanations. Troubleshoot network, desktop, API/SDK-related problems, reproduce issues in test environments, analyze logs and data to find root causes, and communicate clearly in Japanese. Contribute to product quality by reporting issues, collaborate cross-functionally, and keep the knowledge base updated.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide customer support with strong empathy and ownership to exceed customer expectations.
  • •Handle ticket-based text support, and when needed perform detailed investigations via remote connections and provide technical explanations in online meetings.
  • •Investigate Box product issues plus areas such as network configurations, desktop environment problems, API/SDK-related topics.
  • •Reproduce issues in test environments, analyze logs and data to identify and resolve root causes of complex technical problems.
  • •Report issues to product development, collaborate with sales/customer success/consulting, and support knowledge base creation/updates and knowledge sharing.
  • •Participate in internal community activities and contribute to team culture.

Key Requirements

  • •2年以上のエンタープライズ顧客向けテクニカルサポート経験があること
  • •APIやサードパーティ製品連携、ネットワークトラブル（HAR、Fiddler、Wireshark等）に関する調査能力
  • •BigQueryやGoogle Cloud Loggingを活用し、SQLやログ検索・フィルタクエリでログ/データを抽出・分析して根本原因を特定できること
  • •日本語で極めて円滑なビジネスコミュニケーションができ、顧客や社内向けに高度な技術説明（読み書き・口頭）ができること
  • •テクニカルサポート業務が好きで、主体的に責任を持って取り組めること
Experience:2+ yearsEnterprise
Skills:EmpathyOwnershipCommunicationProblem-solvingCollaborationProject management
Languages:JapaneseEnglish
Tech Stack:BoxAPISDKHARFiddlerWiresharkBigQueryGoogle Cloud LoggingSQLZendeskSalesforceJiraMicrosoft IntuneLLMAI toolsSaaS

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
WebsiteLinkedIn