Associate Technical Support Engineer

About the Position

Associate Technical Support Engineer

• Location: Tokyo, Japan
• Department: Customer Success

We are seeking an Associate Technical Support Engineer to provide exceptional technical support to enterprise customers in Tokyo, Japan.

Responsibilities

• Provide outstanding technical support to Box's enterprise customers with empathy and a strong sense of ownership.
• Deliver text-based support primarily through a ticket management system, and conduct detailed technical explanations via remote connection or online meetings when necessary.
• Investigate and resolve issues across various technical domains, including Box products, network configurations, desktop environments, and APIs/SDKs.
• Identify and solve the root causes of complex technical issues through event reproduction in testing environments, log analysis (BigQuery, Google Cloud Logging, etc.), and data investigation.
• Communicate complex problems clearly and understandably to customers, both in writing and verbally.
• Report issues to the product development team to contribute to product quality improvement.
• Collaborate closely with sales, customer success, and consulting teams to support customer business success.
• Gain practical knowledge in AI through supporting new features like Box AI.
• Initiate and execute projects aimed at improving team efficiency and scalability.
• Provide technical support and knowledge sharing to other team members.
• Participate in internal community activities to foster team culture.

Requirements

• Passion for technical support and solving complex problems.
• Ability to take initiative and responsibility in tasks.
• Willingness to assist team members in need.
• 2+ years of L2/Tier2+ technical support experience for enterprise customers.
• Enthusiasm for new products and technologies.
• Ability to thrive in a high-growth, fast-paced environment and adapt to changing requirements.
• Strong execution and project management skills with the ability to drive cross-departmental collaboration and achieve results.
• Positive and resourceful approach to tackling unprecedented and challenging problems.
• Deep understanding of information asset importance, high ethical standards, and strong compliance awareness.

Required Skills

• Investigation capabilities for APIs, third-party product integration, and network issues (using tools like HAR, Fiddler, Wireshark).
• Ability to write and execute queries (SQL, log search, filter queries) in BigQuery or Google Cloud Logging to accurately extract and analyze necessary logs and data, and identify the root causes of problems.
• Fluent Japanese for smooth business communication and advanced technical explanations to customers and internally.

Nice to Have

• Experience with AI tools (LLM tools or AI features within products) or interest in using them for operational efficiency.
• Experience supporting SaaS products.
• Experience with Box.
• Experience with MDM solutions (e.g., Microsoft Intune).
• Coding experience.
• Experience with support/CRM tools (e.g., Zendesk, Salesforce, Jira).
• Business-level English for global team communication and participation in internal meetings.

Tools Used

• Zendesk, Salesforce, Slack, Zoom, Google Workspace, Cursor, Google Cloud (BigQuery, Cloud Logging), Fiddler / Charles Proxy, Process Monitor, Wireshark

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

We Offer

• Financial Benefits: At Box, you’re an owner. New hires receive equity, can join our stock plan, and benefit from fair, transparent, performance-based pay - because your impact should be rewarded.
• Generous Time Off: Box offers flexible time off, birthday holidays, VTO, and a sabbatical after seven years, so you can recharge, give back, and focus on what matters most, you!
• Growth: At Box, your ideas matter. Pitch them at our annual Hackathon, grow through learning programs, and advance with clear career paths for both management and professional development.
• Evolving Workplace: At Box, we embrace hybrid work, blending in-person connection with remote flexibility, so you can collaborate seamlessly and power how the world works together, from anywhere.
• Healthcare: Box provides global, inclusive benefits - including mental health, wellbeing, and family support to meet the diverse needs of our teams. Coverage may vary by country.
• Family Support: We care about the well-being of families of every shape and size. From paid parental leave to fertility and family-forming benefits, Box provides an all-inclusive support system for working families.
• Wellness: To support our best work, Box offers Fresh Air Days to recharge and a monthly wellness subsidy for fitness, so you can show up energized, focused, and ready to wow.
• Community: At Box, community comes first. This is reflected in 11 employee-led resource groups, over 20 interest groups, global virtual events and programs, and paid volunteer time off that allows Boxers to support causes they care about.

About the Company

Box is an AI-first company headquartered in Redwood City, California, with offices in the United States, Europe, and Asia. Box Japan, a subsidiary established in 2013, is the Japanese branch of the company.

Belonging at Box

Champion your ideas and career in a culture that empowers you. We’re building an inclusive workplace where every Boxer is encouraged to innovate, succeed, grow, and bring their diverse talents and perspectives to our culture.

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