Focal Senior Technical Support Engineer

Tokyo, JPN · Japan · 4+ years experience · Posted Oct 14, 2026

At a glance

We are looking for a Focal Senior Technical Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization.
Our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions.

Provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues.
Communicate with assigned customers and pods to keep them updated on progress and resolutions.
Partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts.
Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams.

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
4+ years of experience in technical support or a related technical field
University degree in IT, Computer Science, or a related field
Proficiency in troubleshooting, debugging, and working directly with customers

Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark