Senior Technical Support Specialist - Japan

📍 Job Overview

• Job Title: Senior Technical Support Specialist - Japan
• Company: DataVisor
• Location: Tokyo, Tōkyō, Japan
• Job Type: Hybrid (On-site & Remote)
• Category: Technical Support Specialist
• Date Posted: 2025-06-18
• Experience Level: 5-10 years

🚀 Role Summary

• 📝 Enhancement Note: This role requires a seasoned technical support specialist with a strong background in big data analytics and SaaS products. The ideal candidate will have a deep understanding of real-time data processing and decision engine products, as well as excellent problem-solving and communication skills.

• DataVisor is seeking a Senior Technical Support Specialist to provide fast-paced product and technical support to their full portfolio of clients. This role involves working closely with various engineering teams and the product team to troubleshoot product and system issues, and communicating effectively with clients.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around providing timely and effective support to clients, collaborating with internal teams to resolve issues, and maintaining a deep understanding of DataVisor's products and system architecture.

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system

  • Triage support requests to ensure request prioritization is maintained
  • Monitor and manage internal alerts and dashboards related to system health
  • Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on basic product and system support requests
  • Work closely with various Engineering teams and Product team on the escalation of serious product bugs or system issues, and facilitate issue investigation, root cause analysis, and progress updates internally and externally
  • Give clear explanations both internally and externally throughout the request handling process
  • Use Zendesk and Jira systems to document issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning
  • Analyze and track recurring support issues and trends to provide feedback on product enhancements and training

🎓 Skills & Qualifications

Education: A B.A./B.S. degree in a technical, analytical, or engineering discipline is required.

Experience: 5-7 years of technical support experience in SaaS companies, particularly in the Big Data Analytics industry, and 3+ years of experience using and/or supporting real-time data processing or decision engine type products.

Required Skills:

• Excellent problem-solving and troubleshooting skills
• Excellent communication skills and ability to multitask in a fast-paced environment
• Strong time and project management ability with a focus on ensuring deadlines are met
• Ability to communicate technical information in an accessible manner to non-technical employees
• Coding and database experience (e.g., Python, Java, SQL) is a plus
• A process standardization and process improvement mindset

Preferred Skills:

• Experience using Zendesk and Jira systems
• Knowledge of machine learning and system architecture concepts

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a portfolio is not typically required. However, demonstrating problem-solving skills through past projects or case studies can be beneficial.

• Portfolio Essentials: Not applicable for this role.
• Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Tokyo, Japan, is typically between ¥7,000,000 and ¥10,000,000 per year, based on industry standards and the candidate's experience level.

Benefits:

• PTO (Paid Time Off)
• Insurance

Working Hours: The standard working hours are 40 hours per week, with the possibility of working off-business hours as part of an on-call schedule.

🎯 Team & Company Context

🏢 Company Culture

Industry: DataVisor operates in the big data analytics and fraud prevention industry, with a focus on providing AI-powered solutions for fraud detection and risk management.

Company Size: DataVisor is a mid-sized company with a team of world-class experts in big data, machine learning, security, and scalable infrastructure.

Founded: DataVisor was founded in 2013 and has since grown to become a leading provider of AI-powered fraud and risk management solutions.

Team Structure:

• The technical support team works closely with various engineering teams, including Infrastructure, Platform, Frontend, QA, and the Product team.
• The team is responsible for providing timely and effective support to DataVisor's full portfolio of clients.

Development Methodology:

• DataVisor uses Agile methodologies for product development and support.
• The team uses Zendesk and Jira systems to manage support tickets, track progress, and collaborate with internal teams.

Company Website: datavisor.com

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position within the technical support domain, focusing on providing expert-level support to clients and collaborating with internal teams to resolve complex issues.

Reporting Structure: The Senior Technical Support Specialist reports directly to the Head of Technical Support and works closely with various engineering teams and the product team.

Technical Impact: This role has a significant impact on DataVisor's clients, ensuring they receive timely and effective support to maximize their use of the platform and minimize downtime or disruptions.

Growth Opportunities:

• Growth opportunity 1: With experience and proven performance, there may be opportunities to move into a team lead or management role within the technical support team.
• Growth opportunity 2: As DataVisor continues to expand its product offerings, there may be opportunities to specialize in specific areas or take on more complex support challenges.
• Growth opportunity 3: Strong performers may have the opportunity to transition into other roles within the company, such as engineering or product management.

🌐 Work Environment

Office Type: DataVisor's office is a collaborative and open workspace, fostering a positive and results-driven culture.

Office Location(s): The primary office is located in Tokyo, with the possibility of working remotely as part of a hybrid arrangement.

Workspace Context:

• The workspace is designed to facilitate collaboration and communication between team members and with other departments.
• Multiple monitors and testing devices are available to support the team's technical support responsibilities.
• The work environment encourages knowledge sharing, technical mentoring, and continuous learning.

Work Schedule: The standard work schedule is Monday to Friday, with the possibility of working off-business hours as part of an on-call schedule to provide 24/7 support to clients.

📄 Application & Technical Interview Process

Interview Process:

• Process step 1: Phone or video screen to assess communication skills and cultural fit.
• Process step 2: Technical assessment to evaluate problem-solving skills and understanding of DataVisor's products and system architecture.
• Process step 3: On-site or virtual interview with the technical support team and relevant stakeholders to discuss the candidate's approach to support challenges and their fit within the team.
• Process step 4: Final evaluation and decision-making.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

• Challenge preparation 1: Familiarize yourself with DataVisor's products and system architecture, as well as common support challenges and troubleshooting techniques.
• Challenge preparation 2: Brush up on your problem-solving skills and be prepared to explain your thought process and approach to resolving technical issues.
• Challenge preparation 3: Research DataVisor's industry and competitors to demonstrate your understanding of the company's position in the market and its products.

ATS Keywords: (Organized by category)

• Support: Technical Support, Customer Support, Helpdesk, Troubleshooting, Issue Resolution, Ticket Management, Zendesk, Jira
• Big Data: Big Data Analytics, Real Time Data Processing, Decision Engine, Data Pipeline, Data Backup, High Availability, System Architecture
• Problem-Solving: Problem-Solving, Troubleshooting, Root Cause Analysis, Issue Investigation, Workaround Suggestion
• Communication: Communication, Multitasking, Time Management, Project Management, Stakeholder Communication, Technical Explanation
• Process Improvement: Process Standardization, Process Improvement, Customer Feedback, Product Enhancement, Training
• Industry: Fraud Prevention, Risk Management, AI-Powered Solutions, SaaS Products, Machine Learning, Big Data Industry

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development, a detailed technology stack is not typically required. However, familiarity with the following technologies can be beneficial:

Support Tools:

• Zendesk
• Jira

DataVisor Products:

• DataVisor's AI-powered Fraud and Risk Platform
• Real-time data processing and decision engine products

👥 Team Culture & Values

Web Development Values: (Adapted for technical support)

• Web development value 1: Provide timely and effective support to clients, ensuring their success with DataVisor's products.
• Web development value 2: Collaborate closely with internal teams to resolve complex issues and maintain high system availability.
• Web development value 3: Continuously improve support processes and documentation to enhance the client experience.
• Web development value 4: Stay up-to-date with industry trends and emerging technologies to provide informed support and guidance to clients.

Collaboration Style:

• Collaboration approach 1: Work closely with various engineering teams and the product team to troubleshoot product and system issues and provide clear explanations to clients.
• Collaboration approach 2: Use Zendesk and Jira systems to document issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning.
• Collaboration approach 3: Share knowledge and best practices with the technical support team and other departments to improve support processes and client satisfaction.

📌 Application Steps

To apply for this Senior Technical Support Specialist position:

• Submit your application through the application link provided.
• Tailor your resume to highlight your technical support experience, problem-solving skills, and communication abilities.
• Prepare for the technical assessment and interviews by familiarizing yourself with DataVisor's products, system architecture, and common support challenges.
• Research DataVisor's industry and competitors to demonstrate your understanding of the company's position in the market and its products.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.