Senior Customer Success Engineer

Другое

• Senior Customer Success Engineer
• Location: Tokyo, Japan
• Role Overview
• As a Senior Customer Success Engineer focused on technical support, you will provide enterprise-level post-deployment support to Company customers across Japan. You will troubleshoot complex data protection and cyber-resilience issues, drive rapid resolution of support cases, and ensure our customers can rely on Company Security Cloud to protect and recover their critical data and workloads.
• This role is part of Company's Global Customer Support and Success Organization and is Japan-remote.
• About Company
• Company is on a mission to secure the world’s data. With Zero Trust Data Security™, Company helps organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Company Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. Company helps organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked. Company.com
• About the Team
• Company’s Global Customer Support and Success Organization is a team of professionals committed to providing a world-class post‑purchase experience. The team delivers post‑deployment technical support to customers and partners across a wide range of technologies and cloud deployments and ensures timely activation and adoption of Company’s SaaS products and technologies.
• The Customer Support Team is composed of seasoned experts in data management and security who possess an in‑depth knowledge of Company’s solutions, data protection, and recovery strategies. They are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at the forefront.
• What You Will Do
• Provide expert‑level technical support to enterprise customers across Japan via phone, web, email, and other support channels.
• Provide local-language support in Japanese, ensuring customers can interact in their preferred language across phone, email, and written channels.
• Handle all levels of technical support cases — from basic configuration questions to complex issues involving snapshots, replication, data recovery, networking, and cloud deployments.
• Listen to customer concerns, use structured troubleshooting and problem analysis techniques to isolate root causes, and recommend/implement appropriate solutions.
• Independently diagnose and resolve problems across Company Security Cloud and supported environments (VMware, Linux, Kubernetes, AWS, Azure, databases, and SaaS workloads), partnering with Support Engineering and Product Engineering on escalations when needed.
• Perform cluster health checks, monitor the health and performance of customer environments, and proactively identify risks or improvement opportunities.
• Follow standard procedures for proper escalation of unresolved issues to internal teams and drive escalations to timely resolution.
• Communicate clearly and regularly with customers on case progress, next steps, and action plans; ensure proper recording and closure of all issues.
• Create and contribute technical content to Company’s knowledge base, deployment guides, FAQs, and internal runbooks.
• Provide feedback from customers and the field to Support Engineering, Product, and Engineering teams to drive product enhancements and improvements.
• Mentor junior engineers and contribute to repeatable troubleshooting playbooks that improve efficiency and customer experience.
• Work in shifts, including occasional weekends, as required to support customers.
• What You Will Bring
• 9+ years in enterprise technical support, DevOps, or similar customer‑facing technical roles, troubleshooting complex infrastructure, data protection, and cloud issues, including advanced issues such as snapshots, replication, and data recovery.
• Strong hands‑on expertise with:
• Virtualization (VMware vCenter & ESXi)
• Linux administration
• Networking fundamentals
• Cloud platforms such as AWS, Azure, and/or Google Cloud Platform
• Backup and recovery concepts and enterprise storage
• Databases, preferably MSSQL
• Office 365 /SharePoint
• Experience troubleshooting and supporting workloads such as databases, virtual and physical servers, and SaaS applications.
• Hands‑on experience with cloud deployments and managing applications running on cloud platforms.
• Strong problem‑solving, troubleshooting, and analytical skills, with the ability to lead complex technical escalations through to resolution.
• Native or near‑native Japanese (business‑level) and business‑level English, with the ability to provide end‑to‑end technical support in Japanese (phone, email, and written documentation) while collaborating with global internal teams.
• Excellent written and verbal communication skills and strong interpersonal skills.
• Self‑driven, proactive, hardworking team player with a commitment to customer success.
• Willingness to learn and adapt to the entire technology stack.
• Comfort with filing bugs, documenting problem scenarios, and working closely with Engineering to reproduce and resolve issues.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• Bonus Points
• Experience with Company or other data‑protection platforms such as Cohesity, Veeam, Veritas, NetApp, or similar.
• Knowledge of scripting or automation (e.g., Python, Perl) and experience building operational tooling.
• Experience with Kubernetes, microservices architectures, and SaaS system operations.
• Experience with ransomware recovery, security frameworks, or broader cyber‑resilience practices.
• Company (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Company Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Company Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes. 
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• At Company, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
• Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
• Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
• Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
• Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Company, contributing to safer and stronger communities.
• Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
• Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 
• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@Company.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
• EEO IS THE LAW
• NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS