Technical Support Engineer II

📋 Description

• Respond to inbound support requests via email, live chat, and forums
• Triage bugs and requests by customer type and issue severity
• Track responses to meet contact SLAs
• Maintain fast response times for the user base
• Collaborate with engineering/product to troubleshoot issues and feedback features
• Identify trends in user messages to improve docs and processes

🎯 Requirements

• 2+ programming experience from engineering, CS degree, or projects
• Python proficiency
• Experience with ML frameworks/tools: Keras, TensorFlow, PyTorch, PyTorch Lightning, Jupyter
• Strong user-facing communication and ability to work autonomously
• Organized and able to manage multiple requests with timely follow-ups
• Willingness to participate in 24/7 on-call rotation

🎁 Benefits

• Base salary range: ¥6,000,000 - ¥9,500,000
• Discretionary bonus, equity, and comprehensive benefits
• Health insurance, life insurance, disability, HSA/FSA, 401(k) match
• Paid parental leave and flexible, full-service childcare support
• Open, casual work environment and growth opportunities