Technical Support Engineer(Japanese/English Speaking)
1 day ago
We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.
Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 750+ employees supports 2,000+ customers—reaching over 16.4 million employees—in transforming their employee experience.
We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we're shaping the future of workplace communication.
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' needsTake 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 reachedOversee and support technical implementation tasks of our internal Customer Success teamAdvise 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 occurrencePlay a key role in helping our customers as a product expert with a strategic mind and high customer-service orientationDevelop partnerships and be the main point of contact for customers in case of integration, technical solutions, or security questionsTake ownership of high-priority customer issues and ensure excellent service by using a problem-solving approachImprove internal processes focusing on efficiencyParticipate in product discussions to provide insights from a customer perspectiveClosely work together with our colleagues from EMEA and APAC to ensure a "follow-the-sun"-approach to supportHelp to mentor less experienced colleaguesWhat you need to be successful
You have at least 3+ years of previous technical support, development, consulting, professional services, or engineering experienceYou love strategically working with clientsYou 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 userYou have excellent presentation skills for presenting business-oriented solutions and advanced technical conceptsYou have experience leading and crafting technical projects, engaging with and motivating change across multiple levels of IT executives and organizationsYou have experience working directly with Sales and Success teams, Consultants, and System IntegratorsYou have a degree in Computer Science, Software Engineering, or a related fieldKnowledge of web design with front-end technologies such as HTML / CSS / JavascriptAbility to prioritize and manage time – Technical projects often have fixed deadlines that cannot be averagedBroad knowledge of web development and programming languages like Typescript, Java, PHP, NodeJS, etcExperience with enterprise software is a plus: SAP, Workday, Okta, ADP, HRIS, etcKnowledge about security and compliance topics in a SaaS environment is a plus'sWhat you'll getCompetitive 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 AUDGrowth 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 AugustWellbeing - Monthly Wellbeing Allowance $60 AUD, from fitness to mental health, hobbies to relaxationSupport - we're offering support on private health insurance. Parents can get 12 weeks of paid parental leaveHealth - The offices are equipped with fruits, drinks and snacks and ergonomic workplacesVolunteers 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
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