Senior Technical Support Engineer (On-Prem)

📋 Description

• • Be the technical backbone for Autify’s first on-premise deployment wave. You will own every post-sales technical touchpoint—from initial installation in locked-down customer data centers to 3 a.m. firefighting when a Kubernetes pod refuses to scale—ensuring that QA teams at Fortune-500 enterprises experience the same “it-just-works” magic that our cloud users rave about.
• • Lead Tier-II escalations end-to-end: reproduce complex issues in lab environments, capture packet traces, read Autify’s Go & TypeScript source when necessary, and deliver root-cause reports that both customer VPs and our own engineers trust. Your write-ups often become the blueprint for permanent product fixes.
• • Travel (up to 25 %) to customer sites across Japan—server rooms in Osaka, trading floors in Tokyo, manufacturing campuses in Nagoya—installing air-gapped clusters, validating firewall rules, and presenting run-books to on-site IT teams. Your calm presence turns skeptics into champions.
• • Pair with Solutions Architects during the pre-sales cycle to size hardware, map network topologies, and translate security questionnaires. Your real-world performance benchmarks frequently save deals that looked technically impossible on paper.
• • Build and curate the on-prem knowledge base: Terraform modules for common topologies, Ansible playbooks for zero-downtime upgrades, and a living troubleshooting wiki that reduces mean-time-to-resolution by 40 % within your first year.
• • Champion customer feedback inside Autify’s engineering org. You will file Jira epics, join sprint reviews, and occasionally open pull requests to close gaps you discover in the field—turning your daily pain points into product improvements shipped to thousands of users.
• • Mentor junior support engineers and customer success managers, running monthly “war-story” sessions that level-up the entire organization’s on-prem expertise. Your shadowing program becomes the template for scaling the team globally.
• • Contribute to the long-term support strategy: define SLAs, choose monitoring stacks (Prometheus? Datadog? customer-supplied Splunk?), and automate health-check scripts so that future releases are supportable on day one.
• • Maintain strict security posture: review CVE feeds, patch OS images, and guide customers through SOC 2 and ISO 27001 audits. Your documentation often becomes the evidence package that auditors accept without follow-up questions.
• • Communicate fluently in both Japanese and English—writing crisp RCA reports for Tokyo executives at 9 a.m., then hopping on a midnight call with San Francisco engineers to validate a hotfix branch. Your bilingual clarity keeps global teams aligned.