L2 Professional Services Consultant - Japan, IgniteTech (Japan) - $60,000/year USD

Are you excited to master new products and solve challenging customer problems? Are you a seasoned support engineer with a development background? Are you a fluent Japanese speaker?

Our Support and Services team operates quickly with a heavy focus on coaching and personal development. The priority for us is high-quality work, and the drive for continuous improvement in our teams makes us a unique opportunity.

At IgniteTech, we are reinventing the enterprise software industry. Our “Netflix for Enterprise Software” model is changing the game for how enterprises buy software, and a key element of our growth strategy is to drive great customer experiences across our broad and growing library of solutions.

• Mapping requirements and delivering customer requests.
• Using voice and written communications to ask insightful questions that get to the root cause of the customer’s problem.
• Generating solutions using your deep product knowledge and our rich knowledge bases.
• Sharpening your technical prowess by deep diving into source code, databases, logs and traces to get to the root cause of any issue.

• Stagnating on the same technology. You will be continuously expanding your knowledge and experience with new products.
• Spending your day answering calls or providing basic/trivial troubleshooting.

• Take ownership of customer requests and support incidents and use all available resources and knowledge to resolve them.
• Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets.
• Learning new products quickly and effectively. When given access to user and developer documentation, knowledge base articles, source code and infrastructure, you must be able to develop a layered understanding of how the product works end-to-end.

• 3+ years of experience with software development. You will need to read and understand code, write scripts, query databases and scrutinize dense log files while troubleshooting.
• Good command of Java and Javascript.
• 3+ years of experience within a customer-facing role. The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.
• C1 level English and Japanese proficiency and the ability to write with a professional tone.

• Experience in working with Oracle DB
• C# coding experience