Senior Technical Support Engineer

Why Engineering at Dataiku? 

Dataiku’s on-premise or SaaS-deployed platform connects many data science technologies,  and our technology stack reflects our commitment to quality and innovation. We integrate the best of data and AI tech, selecting tools that truly enhance our product. From the latest LLMs to our dedication to open source communities, you'll  work with a dynamic range of technologies and contribute to the collective knowledge of global tech innovators. You can find out even more about working in Engineering at Dataiku by taking a look here.

What to know about the Japanese Support Team

At Dataiku, the Support organization is focused on enabling our customers and helping them work through any technical issues or questions related to our Everyday AI Platform (DSS). We are a rapidly scaling and globally distributed team, with members spanning 10+ countries and across all 3 major regions. Our focus is to take our growth to the next stage by building out an enterprise-grade Japanese support function. We understand how providing high-integrity technical support in Japanese is crucial to the success of our Japanese customer base. As such, our Japanese support function will play an important role in helping Dataiku to successfully establish and expand its product, market presence, and business in this region. 

How you’ll make an impact 

We are looking for an experienced technical support engineer who is comfortable working in an early startup environment and who can help contribute to the growth of our Japanese support function as we look to scale up our local operations. As a senior-level Technical Support Engineer, you will help our Japanese and global customers solve their wide range of technical issues with Dataiku, such as installation, security, and integration with other big data technologies. You will also collaborate with various internal teams to solve and escalate customer issues as needed.

Some expected outcomes for this role 

• Help Japanese and global customers solve their technical issues with Dataiku in Japanese and English through a variety of communication channels
• Communicate with our R&D team (in English) to solve complex issues and/or share feedback from our Japanese customers for future product improvement
• Work with other customer-facing teams in English or Japanese when escalating or rerouting issues to help ensure a proper and efficient / timely resolution
• Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise
• Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment

What you’ll need to be successful 

• At least 5 years of experience in a client-facing engineering or technical role, ideally involving a complex and rapidly evolving software/product
• Experience with cloud platforms such as AWS, Azure, and GCP
• Collaborative and helpful mindset with a focus on always working as a team
• A strong competency in technical problem solving with demonstrated experience performing advanced log analysis, debugging, and reproducing errors
• Proficiency working with Unix-based operating systems
• Experience with relational databases (or data warehouses like Snowflake) and SQL
• Ability to read and write Python or R code

What will make you stand out

• Experience with big data technologies, such as Hadoop, Spark, or Kubernetes 
• Experience with authentication and authorization systems such as LDAP, SAML, and Kerberos

What does the hiring process look like? #LI-Hybrid

• Initial call with a member of our Technical Recruiting team
• Video call with the Japanese Technical Support Manager
• Technical Assessment to show your skills (Home Test)
• Debrief of your Tech Assessment with Support Team member
• Final Interview with the VP Technical Support