Technical Support Engineer

Box
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Empathetic customer support","Strong ownership","Clear communication","Problem-solving","Cross-functional collaboration"]

Provide empathetic, high-quality technical support to enterprise customers using Box’s ticket-based workflows, escalating to remote connections, investigations, and online technical explanations when needed. Triage complex issues across Box products, networks, desktop environments, and APIs/SDKs by reproducing incidents, analyzing logs, and tracing root causes. Communicate clearly in Japanese, report findings to product development to improve quality, and collaborate cross-functionally while contributing to knowledge base updates and internal support.

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FursaFursa
Box
Box
13 hours ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Provide empathetic, high-quality technical support to enterprise customers using Box’s ticket-based workflows, escalating to remote connections, investigations, and online technical explanations when needed. Triage complex issues across Box products, networks, desktop environments, and APIs/SDKs by reproducing incidents, analyzing logs, and tracing root causes. Communicate clearly in Japanese, report findings to product development to improve quality, and collaborate cross-functionally while contributing to knowledge base updates and internal support.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver customer support that exceeds expectations for Box users, prioritizing high empathy and ownership.
  • •Manage ticket-based, text-first support, and conduct remote investigation and online technical explanations when required.
  • •Investigate and resolve complex technical issues spanning Box, networks, desktop environments, and APIs/SDKs through reproduction, log analysis, and data investigation.
  • •Explain complex problems clearly to customers via written and oral communication.
  • •Report issues to product development to improve product quality and collaborate with sales, customer success, and consulting; maintain knowledge base articles and support teammates.

Key Requirements

  • •3+ years (ideally 5+) of technical support experience for enterprise customers.
  • •Ability to investigate API, third-party integrations, and network troubleshooting using tools like HAR, Fiddler, and Wireshark.
  • •Experience using BigQuery and Google Cloud Logging to write SQL/log queries (search/filters) and extract/analyze data to identify root causes.
  • •Native-level equivalent business communication in Japanese (reading/writing and advanced technical explanations to customers and internally).
  • •Strong interest in new products/technologies and the ability to adapt quickly in a fast, high-growth environment with cross-functional collaboration.
Experience:3-5 yearsEnterprise supportSaaS
Skills:Empathetic customer supportStrong ownershipClear communicationProblem-solvingCross-functional collaboration
Languages:JapaneseEnglish
Tech Stack:APIHARFiddlerWiresharkBigQueryGoogle Cloud LoggingSQLLLM toolsSaaSMDMMicrosoft IntuneZendeskSalesforceJiraSDKGoogle Cloud

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