WHY BOX NEEDS YOU 

As part of a team that is revolutionizing how businesses share and manage content, the Technical Support Engineer is tasked with tackling, researching, and solving our customer’s toughest technical issues to ensure our users are delighted with their Box experience.

WHAT YOU'LL DO

• Provide awesome service to customers, excelling in empathy and case ownership.
• Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including advanced network/firewall/proxy configurations, debugging complex desktop environments and system registries, and SSO configurations.
• Support a growing population of Developers on the Box Platform, being able to solve increasingly challenging questions that arise from use of the Box API, SDK’s, and integrations with third-party applications. As the Box Platform grows, so will your need to be up-to-date.
• Be both a support agent and advocate for a variety of subjects related to Enterprise Content Management (ECM).
• Speak with users about technical issues in a way they can understand.
• Resolve web-based, phone, and email requests via our CRM, community, phone, remote assistance and other tools.
• Work cross-functionally with Customers, User Services, and Engineering to ensure resolution of customer issues.
• Participate in skunk-works projects. E.g. Innovating around new support channels or building internal tools to increase efficiency and internal knowledge for a global team.
• Identify, develop and deliver training/mentorship to benefit all areas of User Services and Customer Success.
• Think outside the box (haha!), propose, and execute improvements to our process, product, and knowledge.
• Have a blast making one of the fastest growing cloud companies even better!

WHO YOU ARE 

• BA/BS degree from top college/university
• Computer Science or Engineering degree or similar technical background. This is a highly technical role!
• 2+ years of experience in working with customers in a technical role with a focus in advanced network/firewall/proxy configurations and desktop troubleshooting.
• A strong sense of empathy with customers trying to use our products.
• Experience in SaaS product is a big plus.
• Experience in writing SQL queries is a plus.
• Ability to improvise, think creatively, and find solutions to tricky problems.
• Drive and ability to GSD, independently and collaboratively.
• High attention to detail and ability to troubleshoot with limited information and a clear plan of action.
• Excellent written and verbal communication skills.
• Demonstrated passion about solving customer issues.
• Ideally you are an existing Box user who wants to make our product better.
• Experience with JIRA, Zendesk or other bug tracking tools.
• Some experience writing code would be a plus!
• Previous Support Engineering / Developer Support experience also a big plus!
• Fluent or Native Japanese Language skills
• Passion for cloud technologies.
• Bring your wacky self to work!

面接は全て日本語の実施となりますが、１部英語を話していただく場面があります。

グローバルのエンジニアチームとのコミュニーケーションにて使用。

Slackベースでのコミュニーケーションが中心。必要に応じてオンラインMTG実施の場合もあり。

東京オフィス：東京都千代田区丸の内1-8-2 鉄鋼ビルディング 15階

みなし残業42時間を含む

※別途RSU付与有り

詳細はご面接時にお伝え致します。

※みなし残業について

上記の残業時間数は目安となり、弊社の計算方式は以下となります。

月給＝ベース給与÷12 のうち、75％が固定給、25％が臨時労働手当です。

臨時労働手当には、時間外労働手当、休日出勤および深夜労働手当の一部を含みます。

※時間労働手当、休日出勤手当および深夜労働手当の総額が同月の臨時労働手当を超える場合、従業員に対し、翌月の最終日に差額を支給いたします。

09:00~18:00

3ヶ月

試用期間中の条件変更はありません。

完全週休二日制、祝祭日、年末年始休暇(12/29 〜1/3)、慶弔休暇、産前産後休暇、育児休暇、介護休暇、看護休暇、医療休暇、Company Wide Day-Off、誕生日休暇、サバティカル休暇 等

⚫各種社会保険完備

⚫通勤手当（上限10万円/月）

⚫携帯電話(BYOD)費用手当（職種に応じて）

⚫ESPP (Employee stock purchase plan自社株購入支援制度)

⚫Group Insurance：社員の万一に備え、全額会社負担の生命保険に加入

⚫Modern Health：社員のメンタルヘルスサポートサービス

⚫Carrot：不妊治療関連の福利厚生サービス

⚫Virgin Pulse：ウェルビーイング、健康増進プログラムのサービス

⚫Headspace：瞑想・マインドフルネスのサービス

⚫チームコミュニケーションイベント補助

⚫無料のランチ、ドリンク、スナックなど提供

現在は最低週3回出社のハイブリッドワークの体制となります。