Senior Technical Support Engineer

Your work days are brighter here.

Were obsessed with making hard work pay off for our people our customers and the world around us. As a Fortune 500 company and a leading AI platform for managing people money and agents were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll feel it. Not just in the products we build but in how we show up for each other. Our culture is rooted in integrity empathy and shared enthusiasm. Were in this together tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well give you the trust to take risks the tools to grow the skills to develop and the support of a company invested in you for the long haul. So if you want to inspire a brighter work day for everyone including yourself youve found a match in Workday and we hope to be a match for you too.

About the Team

About the Role

For this hybrid customer-facing role we are seeking an experienced (Senior) Technical Support Engineer passionate about tackling complex technical challenges in a fast paced environment. You will diagnose and troubleshoot highly technical and sophisticated software issues report operational issues/product defects to Engineering teams and collaborate with multiple stakeholders through resolution. You will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations until an acceptable solution is delivered.

ポジション概要
本ポジションはハイブリッド勤務かつカスタマーフェイシングな役割として複雑かつ高度な技術課題の解決に情熱を持って取り組める経験豊富なシニアテクニカルサポートエンジニアを募集します
高速に変化する環境の中でお客様環境における高度で複雑なソフトウェアの問題を診断トラブルシュートし必要に応じてオペレーション上の課題やプロダクト不具合をエンジニアリングチームに報告しながら複数のステークホルダーと連携して解決まで導いていただきます
また課題のステータスやエスカレーション状況をタイムリーかつ丁寧にコミュニケーションすることで優れたカスタマーエクスペリエンスを提供し最終的にお客様にとって受け入れ可能な解決策が提供されるまで伴走していただきます

What would you do all day

• Work directly with customers to solve complex problems drive change and implement solutions

• Be highly knowledgeable in areas such as Configurable Security Integrations and Performance.

• Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our Service Level Agreements.

• Use Splunk KibanaGrafana and other network tools to troubleshoot performance and connectivity issues

• Clearly and succinctly document communications to customers using our case management system.

• Replicate and verify customer problems and log issues to development

• Collaborate with Development QA and other Technical Analysts to research identify and validate issue resolutions.

• Effectively prioritize and escalate customer issues as required.

• Normal weekday hours are 7am-4pm local time and you will participate in our 24X7 global coverage plan which involves occasional weekend support.

• You will become a key support figure for some of our largest and most critical Japanese customers acting as a regional point of contact for highly escalated customers and widespread platform related incidents.

仕事内容詳細

お客様対応課題解決

• お客様と直接コミュニケーションを取りながら複雑な技術課題の解決に取り組み必要に応じてプロセスや設定変更を提案推進してソリューションを実装する

• Configurable Securityインテグレーションパフォーマンスなどの領域で高い専門性を発揮しお客様からの高度な問い合わせに対応する

• お客様の重要度や影響範囲を踏まえて課題の優先順位付けとエスカレーションを適切に行う

インシデントケースマネジメント

• インバウンドのサポートケースをキューで管理しサービスレベルアグリーメントSLAに沿って迅速かつ効果的に解決することにコミットする

• SplunkKibanaGrafana などのツールや各種ネットワークツールを活用しパフォーマンスおよび接続性に関する問題を詳細にトラブルシュートする

• ケース管理システム上でお客様とのコミュニケーション内容を明確かつ簡潔に記録し関係者全員が状況を把握できる状態を保つ

技術検証開発チームとの連携

• お客様環境で発生している事象を再現検証し問題の根本原因を特定するための技術的な調査を実施する

• 不具合や改善が必要な事項について開発DevelopmentQA他のテクニカルアナリストと連携しながら解決策の調査特定検証を行う

• プロダクトの品質向上やオペレーション改善につながるフィードバックを継続的に開発運用チームへフィードバックする

勤務時間体制

• 平日の標準勤務時間は日本時間7:0016:00 を想定しています

• グローバルな24時間365日サポート体制の一員としてローテーションに基づく夜間週末のサポート対応に参加していただく場合があります

週末のサポートに入る場合は別途振替休日という形で通常勤務の日で休みを取って頂きます

週末のサポートに入る頻度は月に1-2回程度を予定しております

• 日本の主要なお客様向けのキーフィギュアとして重大なエスカレーション案件やプラットフォーム全体に影響するインシデントの地域窓口となり迅速なコミュニケーションと問題解決のリードを担っていただきます

〇日本の大手戦略顧客を技術面からリードできるポジション
日本を代表する大規模戦略的なお客様の技術的な頼れるパートナーとしてビジネスインパクトの大きい課題解決に直接関わることができます単なる問い合わせ対応ではなくお客様の業務継続や改善に直結する責任ある役割です

〇最新のクラウド技術監視ツールに日常的に触れられる環境
SplunkKibanaGrafana をはじめとしたモニタリングログ分析ツールや各種インテグレーションセキュリティ技術を駆使してトラブルシュートを行うためクラウドネイティブな大規模システム運用のスキルを継続的に磨くことができます

〇グローバルなエンジニアリング組織との密接なコラボレーション
海外拠点の開発QAサポートチームと日常的に連携しながら問題解決を進めるため英語での実務コミュニケーション力を活かしつつグローバルスタンダードのプロセスやベストプラクティスを学べる環境です

About You

(Senior) Technical Support Engineer

• 3 years of proven ability in providing technical support for a SaaS solution
• It is essential to be bilingual in Japanese and English (Fluency in Speaking Reading and Writing required)
• Experience with Workday Salesforce JIRA (or other ticketing support systems) Microsoft Office (Outlook Words Excel and csv files) and Google Workspace (Google Drive Docs Sheets Slides).
• Youre a confident communicator (verbally and in writing) who collaborates optimally with users at all levels and varying technical abilities.
• Excellent analytical and problem-solving skills.
• Ability to nurture teamwork and build strong and positive relationships with other teams and customers.
• Ability to generate a sense of urgency and rally appropriate teams.
• Ability to guide others and youre eager to learn as much as you can.
• A successful track record of managing multiple urgent priority issues concurrently.
• Demonstrate initiative flexibility and provide complete follow through on areas of responsibility.

Our Approach to Flexible Work

With Flex Work were combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections maintain a strong community and do their best work. We know that flexibility can take shape in many ways so rather than a number of required days in-office each week we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers prospects and partners (depending on role). This means youll have the freedom to create a flexible schedule that caters to your business team and personal needs while being intentional to make the most of time spent together. Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter.

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