Supports large enterprise customers through discovery, demos, workshops, proofs of concept, architecture design, integrations, and AI and workflow automation use cases.
About this role
This role sits in Box’s Product Support team, which helps customers use the Box content management platform effectively. The Technical Support Engineer acts as a bridge between customers and the product, investigating complex issues and contributing to product quality and customer outcomes.
The work centers on text-based ticket support, with remote investigation and online technical explanations when needed. Responsibilities include reproducing issues in test environments, analyzing logs and data, identifying root causes, and handling problems involving Box products, APIs, SDKs, network configurations, and desktop environments. The role also reports product issues, creates and updates knowledge-base articles, supports other team members, and collaborates with Sales, Customer Success, Consulting, and Product Development.
Applicants must have at least two years of technical support experience serving enterprise customers. Required technical capabilities include investigating APIs, third-party integrations, and network problems using tools such as HAR, Fiddler, or Wireshark, plus writing SQL or log and filter queries in BigQuery and Google Cloud Logging to extract data and identify root causes. Native-equivalent Japanese communication skills are required for written and advanced spoken technical explanations.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
Similar jobs
Designs and validates AI-enabled solutions on the Box Platform, leading customer demos and proofs of concept, building prototypes, and creating reusable technical assets.
Provide technical support and guidance for Datadog's products to large customers, ensuring their success and satisfaction.
Manage Microsoft 365 and Active Directory/Entra ID infrastructure, respond to user requests, oversee vendors, improve operations, and manage budgets and IT assets. The role is based in Tokyo with remote work available.
Lead the design and delivery of features that enhance user growth and engagement for the SmartNews app.
Lead a cloud infrastructure engineering organization while handling upstream technical work for customer projects. Design and build AWS, Azure, and GCP environments, review designs, define requirements, estimate costs, and guide service validation. The role includes team development, process improvement, sales collaboration, and flexible remote work with required office attendance when needed.