Technical Support Engineer (Japanese/English Speaking)

Staffbase is seeking a Japanese speaking Technical Support Engineer to bring their growing technical skills and passion for problem-solving to support our customers. While you may be early in your technical support or development career, you’re eager to expand your expertise in a dynamic, collaborative environment. In this role, you’ll play a key part in helping our customers resolve technical challenges and maximize their experience with our products, ensuring they achieve their goals with confidence.

Important: This is a hybrid role. Core in-office days in our Sydney office are Tuesdays-Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

What you\’ll be doing

• Work closely with our after-sales department to find the best setup for our customers’ needs
• Take ownership of support tickets (raised by Administrators of the product) and be responsible for funneling them through all process stages until a resolution has been reached
• Oversee and support technical implementation tasks of our internal Customer Success team
• Advise customers on how to best leverage Staffbase APIs and Software Development Kits (SDKs) to fulfill their use cases.
• Assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence
• Play a key role in helping our customers as a product expert with a strategic mind and high customer-service orientation
• Develop partnerships and be the main point of contact for customers in case of integration, technical solutions, or security questions
• Take ownership of high-priority customer issues and ensure excellent service by using a problem-solving approach
• Improve internal processes focusing on efficiency
• Participate in product discussions to provide insights from a customer perspective
• Closely work together with our colleagues from EMEA and APAC to ensure a “follow-the-sun”-approach to support
• Help to mentor less experienced colleagues

What you need to be successful

• You have at least 3+ years of previous technical support, development, consulting, professional services, or engineering experience
• You love strategically working with clients
• You possess outstanding written and verbal communication skills, with the ability to go a mile deep with technical customer resources or to explain the most basic capabilities to a business user
• You have excellent presentation skills for presenting business-oriented solutions and advanced technical concepts
• You have experience leading and crafting technical projects, engaging with and motivating change across multiple levels of IT executives and organizations
• You have experience working directly with Sales and Success teams, Consultants, and System Integrators
• You have a degree in Computer Science, Software Engineering, or a related field
• Knowledge of web design with front-end technologies such as HTML / CSS / Javascript
• Ability to prioritize and manage time – Technical projects often have fixed deadlines that cannot be averaged
• Broad knowledge of web development and programming languages like Typescript, Java, PHP, NodeJS, etc
• Experience with enterprise software is a plus: SAP, Workday, Okta, ADP, HRIS, etc
• Knowledge about security and compliance topics in a SaaS environment is a plus\’s

What you\’ll get

• Competitive Compensation – we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
• Flexibility – we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400 AUD
• Growth Budget – all employees get a yearly budget for external training of $1600 AUD , and one day off for growth per year (increase to two days in 2nd year)
• Recharge – with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Wellbeing – Monthly Wellbeing Allowance $60 AUD, from fitness to mental health, hobbies to relaxation
• Support – we’re offering support on private health insurance. Parents can get 12 weeks of paid parental leave
• Health – The offices are equipped with fruits, drinks and snacks and ergonomic workplaces
• Volunteers Day – you’ll get one day off per year for supporting a social project.
• Employee Referral Program – one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid