Senior Cloud Support Engineer

Highlights

• Own customer cases end-to-end from investigation to resolution and follow-up.
• Use AI assistants and diagnostics to speed triage and root-cause analysis.
• Collaborate with Engineering and Product to resolve complex platform issues.

Ideal candidate

Customer-obsessed troubleshooter with 5+ years in 24/7 support who thrives on ownership and calm incident handling. AI-curious, low-ego collaborator energized by helping customers succeed in Japanese and English.

Requirements

• 5+ years of technical support experience including direct customer interaction
• Experience working in 24/7 support with escalation and on-call incident management
• Experience using AI tools and critically validating AI-generated output
• Ability to investigate independently without over-relying on AI
• SQL-based troubleshooting and log analysis experience
• Knowledge of major RDBMS concepts, SQL types, aggregations and functions
• Experience analyzing query execution plans and query profiles
• Experience handling semi-structured data such as JSON and XML
• Experience with AWS, Azure, or GCP and cloud architecture understanding
• Deep understanding of locking and concurrency control
• Business-level Japanese communication and intermediate English reading/writing with basic spoken English
• Able to work 12:00-21:00 shift with weekend/holiday rotation and on-call