Associate Technical Support Engineer
Core
Provide technical support for enterprise customers using Box's intelligent content management platform, resolving complex issues across products, networks, and APIs.
Role type
Associate Technical Support Engineer (SaaS)
Builds
Box content management platform and related enterprise workflows
Domain
Enterprise Software / Content Management / Cloud Infrastructure
Deliverable
client delivery
Required skills
API integration, network troubleshooting (HAR, Fiddler, Wireshark), SQL/BigQuery/Google Cloud Logging, Japanese (native-level business communication)
Preferred skills
AI tools (LLM), SaaS support experience, MDM solutions (Microsoft Intune), coding, Zendesk/Salesforce/Jira
Technologies
Box, BigQuery, Google Cloud Logging, HAR, Fiddler, Wireshark, Microsoft Intune, Zendesk, Salesforce, Jira
Responsibilities
Manage text-based support tickets and conduct remote investigations; analyze logs and data to identify root causes; translate complex technical issues into clear explanations; collaborate with sales and customer success teams; create and update knowledge base articles; participate in cross-functional projects to improve customer experience.
Seniority
Associate, hands-on IC