Product Support Engineer

About the Role:

We are seeking an enthusiastic, motivated, Product Support Engineer with a passion for customer support and to drive customer satisfaction on a daily basis. Successful candidates will be natural troubleshooters who are self-motivated and enjoy working in an agile environment. Candidates will be responsible for providing technical assistance to customers for Altium Designer and related products such as Altium 365 and Altium Enterprise Server. This role involves minimal travel.

A Day in The Life of Our Product Support Engineer:

• Actively monitor and provide online support through various mediums including cases and/or web chat as required
• Troubleshoot and resolve technical questions and issues raised by customers
• Troubleshooting and qualification of support tickets prior to escalation into higher-level support
• With the assistance of Altium support’s ticket system, manage and monitor customer issues on a daily basis, while prioritizing and deciding on next actions
• Constantly expand technical knowledge by exploring technical content and Altium products
• Provide proactive and reactive assistance to all customers, either external or internal
• Creation of various types of topic-based content, such as online help, online user guides, video tutorials, knowledge base articles, quick start guides and more

Who you are and what you’ll need for this position:

• Bachelor’s degree in Electrical engineering, Electronics engineering or related field or 2+ years’ experience in PCB Design space in lieu of the preferred education
• Knowledge of the Electronics Industry is preferred
• Excellent Verbal and Written communication skills with peers and customers
• Ability to Troubleshoot complex issues
• You're a master multitasker and can juggle multiple tasks simultaneously with outstanding attention to detail
• You're comfortable collaborating with both technical and business teams
• Previous experience using Altium Designer is a plus
• Background in Saas customer support is a plus
• Fluent in Japanese and English
• Fluency in an additional language is a plus
• Be driven, self-managed, and motivated

Benefits:

✈️ Annual leave

🤒 Paid sick leave, family care leave and child care leave

👶 Family medical, maternity and nursing, paternity, menstruation leave

🎊 Public holidays

🚘 Commuting allowance

🧘 Nilo.Health Employee Mental Assistance Program

🎁 Work anniversary gifts

🥳 Employee referral and employee-of-the-month programs

📚 Professional development support

🏦 Pension