The Position

OPSWAT is now searching for Tier 1&2 Hybrid Technical Support Engineer to join our Customer Support team. The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses. We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth.

We are interested in candidates based in Japan with Japanese as a primary language.

What You Will Be Doing

• Handle complex technical issues and escalated ones from Japanese partners/customers support via phone, case system, and chat.
• Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations.
• Conduct remote sessions with customers.
• Reproduce customer issues in lab environments and validate solutions and bug fixes.
• Evaluate the complexity of issues and escalate to tier 3 support.
• Collaborate with the global Tier 1, Tier2 and Tier 3 support team well.

• In collaboration with the existing TAM (technical account manager)in Japan, we provide support to our customers in Japan.

• Work closely with technically oriented customers (typical customers are engineers and IT personnel).
• Provide status updates to customers, adhering to SLA and commitments.
• Maintain clear and professional communication to ensure positive customer experience and CSAT.
• Contribute to the KBs creation and updates for customer’s self-service.
• Mentor all inquiries from Japanese customers/partners and contribute to support process improvement.
• Get involved in professional services delivery.
• Get involved in other side projects and operations per request.

What We Need From You

• Bachelor’s degree in computer science (CS), a technical discipline, or equivalent experience.
• Strong knowledge of Windows and Windows Server.
• A good foundation of basic networking concepts.
• Basic knowledge of Linux, with an interest in expanding the knowledge.
• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
• Spoken and written English skills are required.
• Good communication and interpersonal skills.
• A proven customer-oriented attitude.
• Strong team collaboration abilities and organizational skills.
• At least 4 years of Experience in providing customer support of technical software products or a technical helpdesk environment or a related field.

If Would Be Nice If You Had

• Experience working with offshore teams.
• Familiarity with computer programing.
• Technical familiarity with Mac OS.
• Cybersecurity domain experience, including file security, device security, network security, etc.
• Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).
• Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack).

• Experience in Cloud Based Services (Azure, AWS, GCP).

• Knowledge of Sandbox and anti-malware products.

• Experience working on Linux based infrastructure.
• Experience working with scripting languages such as bash script, PowerShell, and Python.
• Configuration and management of databases such as MySQL, Mongo.

The Position

OPSWAT is now searching for a Solution Engineer who will be a technical sales resource for our Japan regional sales team and assist in identifying customer challenges and driving technical alignment between customer needs and the OPSWAT solutions. Joining an existing team of experienced and successful sales managers and presales engineers to grow and evolve the OPSWAT business in Japan. You will serve as a product and industry expert, effectively describing and demonstrating our solutions, as well as promoting our vision and approach. You will be a trusted point of contact for our customers and partners while advancing the sales process.

We are interested in candidates based in Tokyo with Japanese as a primary language.

What You Will Be Doing

• Work with the OPSWAT sales team as well as partners to drive Enterprise business.
• Manage customer requirements, expectations, and solution buy-in.
• Build customer's confidence and awareness in our products/solutions.
• Manage, deliver, and present detailed responses to industry RFPs.
• Train and certify resellers and partners.
• Present at Conferences and Seminars.
• Understanding customer organization, their IT/Security requirements, and goals.
• Work with RMS to assist in the creation of account plans.
• Support proof of concepts, implementations and installations as needed to successfully satisfy customer requirements.

What We Need From You

• Bachelor's degree in a technical discipline, or equivalent experience
• Fluent in Japanese
• 5+ years of cybersecurity or networking software sales engineering or technical sales experience.
• Excellent track record in developing new business and meeting/exceeding sales targets.
• Strong presentation and application demo skills.
• A good foundation of networking concepts.
• A self-motivator who thrives on identifying and resolving customer pain points.
• Highly ethical and professional personal conduct.
• Experience installing and troubleshooting enterprise applications in Windows and Linux environments.
• Comfortable leading discussions within the cybersecurity domain to all customer levels (CISO to IT administrator).

It Would Be Nice If You Had

• Experience in enterprise software or networking solutions, ideally within the network or device security space including file security, device security, network security and etc.
• Knowledge of Sandbox and anti-malware products and markets.
• A technical understanding of APIs.
• Experience in Cloud Based Services (Azure, AWS and GCP).
• Experience working on Linux based infrastructure.
• Experience working with scripting languages such as bash script, powershell, and Python.
• Configuration and management of databases such as MySQL, Mongo.
• Experience working with OT security solutions or with OT environments.
• Any relevant security industry certifications.
• Network integration skillsets (Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).

CSQ227R164

At Databricks, we are passionate about empowering data teams to tackle the world’s most challenging problems — from bringing the next mode of transportation to reality to accelerating the development of medical breakthroughs. We achieve this by building and operating the world’s leading data and AI infrastructure platform, enabling our customers to leverage deep data insights and enhance their business. Founded by engineers — and customer-obsessed — we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.

As a Technical Escalation Manager, you will be responsible for coordinating efforts to resolve critical customer issues, customer-impacting situations, and major incidents. You will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations.

The impact you will have here:

• Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution.
• Achieve customer satisfaction by ensuring incidents or escalations (and related cases)  are well and fully documented with the timely execution of action items.
• Create and execute a data-driven customer recovery plan for every escalation and incident that is addressed.
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
• Coordinate all necessary resources to fast-track and resolve new incidents and escalations from customers with a clear and detailed plan.

What are we looking for?

• A minimum of 8+ years of experience in customer support, escalation, SRE, or incident management is required.
• Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.
• Experience with a "Distributed big data Computing" environment,  SQL-based databases, as well as data warehousing and ETL technologies such as Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL.
• Linux/Unix administration skills, networking, and Hands-on Cloud experience with AWS, Azure, or GCP are required.
• Experience working cross-functionally with support, engineering, product management, and directly with customers; ability to deeply understand product and customer personas.
• BS or Master's, or PhD in Computer Science or Computer Engineering, or related Engineering field. 
• Written and spoken proficiency in both Japanese and English 

About Appier 

Appier is an AI-native Agentic AI as a Service (AaaS) company that uses artificial intelligence (AI) to power business decision-making. Founded in 2012 with a vision of democratizing AI, Appier’s mission is turning AI into ROI by making software intelligent. Appier now has 17 offices across APAC, Europe and U.S., and is listed on the Tokyo Stock Exchange (Ticker number: 4180). Visit www.appier.com for more information.

Open to overseas candidates/Visa Support

This position is based in Tokyo, Japan. For international candidates, Appier's Japan office provides visa sponsorship to ensure a smooth transition to Japan.

About the role

Software engineers at Appier build a wide range of platforms and services that interconnect data and AI with our customers and users. As a Senior Software Engineer, Backend Development, you will design and build scalable and performant backend architecture for OJM, Omni-channel Journey Map (https://www.appier.com/en/blog/customer-journey-map), and Aideal (https://www.appier.com/en/products/aideal). You will own and drive the technical roadmap for sizable projects or services, mentor junior engineers, and facilitate high performance agile teams collaborating with cross-functional teams.

Responsibilities 

• Key owner of sizable engineering projects and services
• Lead system designs and provide technical guidance to team members
• Mentor engineers in cross-team development processes
• Lead code reviews to ensure high quality coding standards
• Facilitate agile process collaborating with cross-functional teams
• Initiate and lead team-level technical, process and growth initiatives
• Continuously improve the system's observability, incident management, DevOps and production operational SOPs
• Develop and operate scalable, reliable and maintainable service-based softwares and related components
• Responsible for laying the foundation for the platform as well as proposing solutions to ease software development, monitoring of software, etc.
• Profiling and performance tuning of critical components
• Participate in idea brainstorming and contribute ideas to technology, algorithms and products
• Participate on-call rotation within Backend team to ensure product reliability and scalability

About you 

[Minimum qualifications]

• 5+ years of experience in software development.
• Leadership experiences such as mentoring junior engineers, facilitating an agile process.
• Ability to build web services on Linux.
• Proficient in one or more of the following languages: Typescript
• Good knowledge of Network API Design ( e.g. REST or GraphQL).
• Good understanding of any SQL/NoSQL database (MySQL / MongoDB / Redis / etc.)
• Familiar with git.
• Familiar with AWS, GCP or Azure.
• Proactive, good interpersonal and problem-solving skills.
• Business-level proficiency in Chinese is required.

[Preferred qualifications]

• BS/MS degree in Computer Science or related field.
• Good at profiling and debugging tools.
• High performance network service on Linux.
• Design and architect large scale distributed systems.
• Design and implement distributed algorithms and data structure.
• Expert in some of the following CS Domains:
• Nginx / HAProxy.
• Operation automation tool (such as Jenkins).
• Continuous integration / continuous deployment.
• Monitoring and alert system (Prometheus / Nagios).
• Functional programming.
• Data Intensive Application Design.
• Web Frontend and Javascript.

#LI-AK1

We are hiring for one of our ecosystem projects, an innovative AI and Web3 company building an Ethereum Layer 2 solution integrated with advanced AI agents. As the first engineer dedicated to this initiative, you will play a pivotal role in its development, with potential opportunities to build and lead a team in the future.

Key Responsibilities

• Design and implement AI platforms, encompassing both front-end interfaces and back-end services.
• Collaborate with other developers and AI engineers on data preprocessing, model training, and optimization.
• Deploy AI models into production environments, ensuring performance, scalability, and reliability.
• Develop and maintain data processing pipelines to ensure data quality and consistency.
• Stay updated on AI technology trends, advocating for the integration of new technologies into our products.
• Contribute to other projects based on the company’s product development progress

Requirements

• Bachelor’s degree or higher in Computer Science, Software Engineering, Artificial Intelligence, or a related field.
• 5 years of full-stack development experience, proficient in both front-end and back-end technologies.
• Expertise in front-end and back-end technologies (especially Golang)
• Eager to explore and could use new technologies related to AI that help improve working efficiency
• Strong curiosity and willingness to explore new product directions, identify potential AI applications, and contribute to product innovation.
• Familiarity with Web3, blockchain, and the crypto industry, with insights into different product models and a personal perspective on industry trends and innovations.
• Excellent communication skills and a collaborative team spirit, with the ability to independently solve problems and take initiative.

Preferred Qualifications

• Knowledge in data processing and analysis will be a plus, with knowledge of SQL and NoSQL databases such as MySQL, PostgreSQL, or MongoDB.
• Experience in deploying and optimizing AI agent
• Experience contributing to open-source projects
• Build high-performance APIs and microservices to support large-scale Web3 application
• Familiarity with large-scale data processing technologies such as Hadoop or Spark.

We are seeking a highly skilled and innovative Technical Director to bridge the gap between client needs and technical solutions within our agency. The ideal candidate possesses a strong understanding of both data, marketing and technical domains, with the ability to architect technical solutions across technologies for web, mobile, enterprise martech and translate complex business requirements into effective and scalable solutions. You will work closely with clients, product design teams, and engineering (front end and back end) teams to design and implement solutions that meet project objectives and shape the technical direction for our clients. We are seeking a hands – on leader for engineering teams and design teams as well as a consultative leader with clients’ technical teams.  We are seeking someone who is collaborative, curious, problem solving oriented and kind.

What You’ll Do

• Architectural Design: Collaborate with cross-functional teams to design and develop scalable and efficient solutions [see example technologies below]. Create architectures that align with project requirements and business objectives.
• Technical Leadership: Provide technical guidance and leadership to the development team, ensuring best practices and architectural standards are followed. Serve as a subject matter expert, staying up-to-date with the latest trends, tools, and frameworks in the creative technology space.
• Solution Development: Work closely with clients and internal stakeholders to identify business needs and translate them into technical requirements. Lead the development of production-ready web, mobile, enterprise martech solutions  
• Collaboration: Collaborate with other Solution Architects, Software Engineers, Designers, and Project Managers to ensure seamless integration of  
• Evaluation and Optimization: Evaluate existing systems and technologies, identifying areas for improvement and optimization. Provide recommendations for enhancements, architectural changes, or technology adoption to enhance overall solution quality and performance.
• Collaboration: Partner with teams of developers and technologists.  
• Pre – sales: Participate in pre-sales conversations with clients and internal teams.

What You’ll Need  

• 8-10 years Experience as a Tech Director, Solution Architect, Technical Architect, Cloud Architect, pre-sales technical lead, or similar role, with a focus on web, mobile, enterprise technologies.
• Strong understanding of architectural principles, design patterns, and best practices in software development. Can provide solutions for high performance and scalability architecture.
• Experience in designing and implementing end-to-end solutions, from requirements gathering to deployment and maintenance.
• Strong communication and interpersonal skills to effectively collaborate with multidisciplinary teams and communicate technical concepts to non-technical stakeholders.  JP and ENG preferred based on client and internal team communication.
• Have experience with any Tech stack/language/framework (JavaScript, TypeScript, ReactJS, Angular, VueJS, HTML5 / CSS 3, SASS/LESS), Mobile (iOS, Android, React Native, Flutter), Backend (NodeJS, Java, Go, PHP, Python, .Net Core), Database (MySQL, MSSQL, PostgreSQL, MongoDB, Cassandra), Web Server (Nginx, Apache), Web (Drupal, AEM)
• Have strong solutioning experience with any of Cloud solutions: Azure, GCP or AWS.
• Excellent understanding of DevOps/CloudOps and building high-availability infrastructure.
• Leadership that combines persuasiveness, decisiveness, and competitiveness is necessary to motivate a team.
• Stay up-to-date on the latest technologies and industry best practices to drive business growth
• Design modern technical architectures to implement the solution
• Develop and oversee technical documentation of client  solutions ie architectures, user manuals, platform evaluation and  recommendations, conform and manage source code control guidelines for the agency
• Work with service-oriented architecture (SOA) technologies.
• Work with various teams to configure management systems via its management interfaces (E.g. EDM, Ad Platforms, CMS, etc)
• Familiarity with source code control systems (E.g. SVN, GIT)
• Familiarity with task tracking systems (E.g. Jira)
• Good understanding of quality processes and standards
• Ability to manage internal stakeholders and client stakeholders.
• Have worked in small/large teams and clients locally and regionally to deliver projects.
• Understanding how to work with product design teams is a plus.
• Exposure to Data-related projects like RFM, BI, ML, AI, is a plus.
• Skilled or Certified in Adobe, Salesforce, CDP, Loyalty Platforms, is a plus.
• Bilingual proficiency in Japanese and English (written and spoken).
• Ability to work in a fast – paced environment.

Operational & delivery excellence:

• Optimize operational efficiency as a catalyst for business success, streamlining technical processes, maximizing resource technical efficiency & utilization, minimizing project delays, number of technical showstoppers, and fostering a culture of continuous improvement.  
• Able to own and drive to solve technical escalations 
• Work with technical teams to implement and deploy solutions, ensuring quality and performance.
• Have experience working with distributed teams

Client consultation and pre- sales:

• Meet with clients to understand their business challenges and technical requirements.
• Translate client requirements into technical specifications and solution designs.
• Design and architect technical solutions that are scalable, reliable, and cost-effective.
• Participate in pre-sales conversations with clients and internal teams.

About Us

VML & Ogilvy Japan GK was established in April 2019 as a partnership between Geometry Global and The Ogilvy Group to enhance our offering to brands in Japan in support of their business ambitions and marketing objectives. We believe in the power of creativity to drive meaningful change that delivers positive business outcomes. Now more than ever the ability for an agency to flex and adapt to clients changing needs is vital in the application of communications, brand experience, commerce and technology. Our blend of global and local expertise and marketing capability is designed to meet the challenges of today while setting our clients up for success from tomorrow and beyond. VML & Ogilvy Japan GK is a WPP company (NASDAQ: WWPGY)

#LI-DNP