Technical Support Engineer - Japanese Speaking

Every day the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced sneak) comes in. Snyk is a developer security platform that makes it easy for development teams to find prioritize and fix security vulnerabilities in code dependencies containers and cloud infrastructure and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.

Joining Snyk means embracing our core values: One Team Care Deeply Customer Centric and Forward Thinking. As a member of our team youll have the opportunity to thrive in a dynamic environment where fostering collaboration leading with empathy driving business impact and inspiring trust are at the heart of everything we do.

Our Opportunity

As our technical support engineer you will be talking directly to active and prospective Snyk customers every day. Youll join our Customer Success team and youll work directly alongside our talented engineering team to help solve the most complex issues.

Youll spend your time:

• Answering our users questions through email chat and GitHub issues.
• Understanding reproducing and (where you can) resolving the issues that our customers encounter.
• Diving into our codebase to figure out where the issue lies and what a good solution might look like.
• Escalating to engineering to resolve highly technical issues.
• Ensuring that every user facing an issue knows exactly when theyll hear back from us and how were doing with solving their problem.
• Listening to our users needs keeping track of recurring requests and representing their voice in product prioritization discussions.
• Improving our support processes so that as we continue to grow we can keep providing prompt and delightful service.

As the main point of contact for our customers youll play a critical role in building and maintaining their trust. You will need to balance the needs of our enterprise customers with those of our selfservice online users so that we can build a sustainable business while also contributing to the open source community.

• Youll have the opportunity to shape what bestinclass technical support looks like and to help us get there. That could be through writing customer documentation and FAQs or developing your technical skills by working on tooling for the Customer Success & Support team for example dashboards or integrations between tools we already use (like Slack Intercom and Jira).
• Over time wed love for you to lead the support aspects of our Customer Success team or to transition into a developer role in the broader company.

What Youll Need:

• You love helping people and care deeply about providing an excellent customer experience.
• You take a logical approach to solving problems and prioritization.
• You are a clear communicator both verbally and in writing and you enjoy explaining things to others.
• You are curious: you love to explore new challenges but know when you need guidance from someone with more domain experience.
• Youre interested in security or open source software and you believe in our mission.

Wed be Lucky if You:

• Youre interested in developing your technical skills: youre excited about working with others code and you have used GitHub or other source control tools.
• You have previous experience working closely with technical teams. Perhaps youve provided support for a technical product worked in QA or are taking your first steps to becoming a software engineer.

#LIWR1

We care deeply about the warm inclusive environment weve created and we value diversity we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether youre the right person do apply anyway!

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups to global benefits that help our employees prioritize their health wellness financial security and a work/life blend we aim to support our employees along their entire journeys here at Snyk.