Product Support Engineer
Tulip is seeking a Product Support Engineer to join our team in Japan. This role is integral to our mission of transforming frontline operations by equipping workforces with connected applications that enhance quality, efficiency, and traceability. As a remote position in 2026, with plans to establish a physical office in 2027, this role offers the opportunity to be at the forefront of our expansion in the region.
The Product Support Engineer will serve as the primary contact for customers, providing timely and accurate responses to inquiries. Responsibilities include educating customers on product usage and features, diagnosing and resolving technical issues, and collaborating with cross-functional teams to escalate and follow up on complex cases. Additionally, the role involves managing support workloads to ensure visibility into issues and resolution statuses, continuously improving internal support processes and tools, expanding product documentation, and participating in an on-call rotation for critical issues during off-hours.
Candidates should possess experience with ticketing systems such as Zendesk, and have a background in manufacturing or process engineering. Familiarity with the Atlassian environment, including Jira and Confluence, is essential. Strong collaboration skills are required to effectively partner with multiple teams to resolve issues. Exceptional written and oral communication skills in both English and Japanese are necessary to effectively interact with customers and internal teams. Technical proficiency in APIs, HTTP protocols, shell scripting (MacOS, UNIX), SQL (PostgreSQL), MongoDB, and cloud platforms like AWS and Azure is preferred.
Tulip offers a dynamic and challenging work environment where continuous learning and improvement are encouraged. Employees have the opportunity to make a direct impact on product development and company culture. Benefits include company equity, a hybrid work style, learning and development opportunities, comprehensive social insurance packages covering health, pension, employment, and workers' compensation, as well as a commutation allowance. Join us in building an inclusive community that is set to transform frontline operations.