Technical Support Engineer – Data Integration

Qlik Careers Technical Support Engineer – Data Integration Customer Success/Support Tokyo, Japan Apply Description What makes us Qlik Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. A Gartner Magic Quadrant Leader for 15 years in a row! Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone, at any skill level, the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating in over 100 countries with 38,000 customers around the world. If you think we are interesting, please read on – we may be looking for you! The Technical Support Team At Qlik, our support Technicians are our HEROES. That’s because our technicians do more than manage complex technical support cases; they are determined, resilient, and have an unshakable positive mindset. Our team in APAC consists of more than 50 support professionals from multiple international backgrounds, who work and play closely together. We have a larger Global support team that we interact with daily, with locations in Barcelona, Lund, Sydney, Tokyo, USA, and Bangalore, India. We think you will love it here! The Technical Support Role Teamwork is important, and we are looking for someone who’s up for collaborating. A buddy will be there for you at the start, and you’ll report to the team manager. We will support you in your onboarding and training, and we expect you to quickly take ownership of tasks. It won’t be long before you’re running your assignments and making a real difference all by yourself. Prove yourself and you’ll find career progression will follow. We’ll share ways of working and expect you to follow them; it’s all about keeping professional standards high while delivering the best experience and outcomes for our customers. How you will spend your time as our next Technical Support Engineer The Technical Support Engineer will provide telephone, screen sharing, and ticket-based support to our customers. Troubleshoots customer submitted problems by working together with our customers in a collaborative manner. Keeps customers updated regularly with the current state of their tickets. Investigate customers’ current situation and desired end state, and understand our customers’ needs and problems. Provides world-class customer experience by delivering satisfaction to every case for every customer. Interact with customers, understanding their problems and needs. Seeks workarounds and communicates technical solutions to the customer. Remain current with the Data Integration product functions and features, and with related technologies in the DI ecosystem. Reproduces customer problems in the lab. Assists in translating the customer problem into suitable technical terms for the R&D Support team to work on. Exhaust all efforts according to the working procedures before escalating a case. Maintain a shared knowledge base across the team by writing technical solution articles, documenting lessons learned from support cases, and participating in weekly meetings. Keep case summaries on cases for escalations and continuity. Maintain coherent working procedures to reflect a professional attitude and maintain efficiency. You will be successful if You have a bachelor’s degree in IT or equivalent Work experience of over 10 years in IT You have excellent written and oral communication skills in Japanese and English You can methodically approach and solve technical problems You have excellent interpersonal skills You have excellent time management and organizational skills You are proactive and resourceful You have experience in analyzing system, network, and application log files and system performance metrics to diagnose and troubleshoot problems You have business level Japanese and basic English communication skills You will thrive if you ... (truncated, view full listing at source)