ЯпонияDeployment and Support Engineer (Japan)
4 нед. назад
ЯпонияMiddleHybrid
firmwarenetwork diagnosticslog analysis
Lead technical implementation, ongoing usage, and system maintenance for 's cloud-connected products in Japan.
Обязанности
- We are seeking a Deployment and Support Engineer based in Japan with a deep sense of ownership to lead technical implementation, ongoing usage, and system maintenance for 's cloud-connected products across our Japanese customer base. As prepares for a future of dock-based vehicles operated remotely through an internet browser, we need engineers who can stand up complex hardware, network, and software integrations onsite and remotely — and then keep them running.
- This is a hybrid role. You will own new deployments end to end, and you will also serve as the frontline technical expert when customers hit issues: on-device firmware troubleshooting, mission configuration and optimization, and first- and third-party cloud network diagnostics. Using log analysis, incident tickets, and internal documentation, you will determine root cause of flight and media streaming issues, recommend mitigations, and drive resolution with our product and engineering teams.
- You will be the bridge between Japanese customers and 's engineering organization in the U.S., which means both deep technical capability and the communication skills to represent each side accurately to the other. This role reports into the Japan organization while collaborating with the Deployment Engineering organization and Customer Support organization.
Будет плюсом
- Strong understanding of network security, firewalls, IPsec across multiple networks.
- Experience supporting or troubleshooting IoT and enterprise applications that use streaming and packet networks and streaming APIs such as WebRTC and REST.
- Working knowledge of REST APIs, including implementing and testing integrations with customers (scripting, testing, documentation).
- Scripting ability in Bash or Python.
- Experience in mapping, surveying, or photogrammetry, particularly in utilities, construction, or public safety.
- Familiarity with RMA, spares, logistics, or other repair workflows.
- Experience supporting Value Added Resellers, OEM partners, or other channel partners.
- Experience working cross-functionally across engineering, operations, product, and go-to-market teams.
- Degree in Computer Science, Engineering or a related field, or equivalent practical experience.
- #LI-AY1
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Другое
- is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors to first responders , soldiers in battlefield scenarios , and beyond .
- Work closely with internal teams to become an expert on 's products, deployment processes, and specification
- Work closely with accredited partners to project manage timely dock deployments and site appropriateness
- Install, configure, test, and validate cloud-connected drone and dock systems in customer environments, ensuring they function and deliver the value agreed with the customer.
- Build scalable, repeatable processes for deploying cloud-connected devices onto enterprise-grade secure networks.
- Track and manage implementation projects with large enterprise and government customers through to successful delivery of technology and services.
- Act as the conduit between and our enterprise customers and partners in Japan, responding to technical support questions promptly and thoroughly.
- Troubleshoot networking issues across the Internet Protocol suite, cellular modems, wireless point-to-point radios, and WiFi mesh — from enterprise infrastructure through to IoT.
- Diagnose and resolve flight, connectivity, and media streaming issues through log analysis, reproduction, and structured escalation.
- Work cross-functionally with internal Technical, Product, and Engineering teams
- Go-To-Market teams to ensure customer issues and escalations are prioritized correctly.
- Quantify product feedback and brief stakeholders and executives, influencing hardware and software roadmaps to better fit the needs of customers in Japan.
- Build customer loyalty through proactive support and account management, acting as the customer's representative inside .
- Be flexible: willing and enthusiastic to take on multiple projects, tactical and strategic, as needs shift.
- 3+ years supporting cloud-connected devices, or 4+ years in B2B operational, technical, or customer-facing support roles.
- Professional fluency in spoken and written Japanese and English.
- Hands-on experience installing, configuring, and troubleshooting connected hardware in customer environments
- Practical IP networking knowledge, including WiFi and cellular connectivity, and experience diagnosing issues across enterprise networks.
- Proficient in technical troubleshooting and problem-solving, and familiar with triage and escalation workflows.
- Familiarity with cloud applications and with Linux operating systems.
- Familiarity with mechanical or robotic systems.
- Assertive self-starter with strong interpersonal and written communication skills.
- Able to travel 30–50% of the working year.
- Willing to work flexible hours, including occasional after-hours, given the time difference with headquarters on the U.S. west coast.
- Bilingual and fluent in English and Japanese
- Able to obtain the drone certifications and registrations required to operate legally in Japan (一等・二等無人航空機操縦士 operational approvals as applicable).