Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Product Support team acts as a bridge between Box and its customers, providing technical problem-solving to ensure users maximize the value of the platform. This role involves working at the forefront of AI-driven business transformation, handling complex technical issues, and contributing to product quality and team improvement projects.

Responsibilities

• Provide empathetic and proactive support to customers exceeding their expectations
• Manage text-based support via ticketing systems with remote troubleshooting and online meetings as needed
• Address issues involving Box products, network configurations, desktop environments, APIs, and SDKs
• Reproduce issues in test environments, analyze logs, and conduct data investigations to identify root causes
• Communicate complex technical information clearly to customers
• Report issues to product development to improve product quality
• Collaborate with sales, customer success, and consulting teams to support customer business success
• Initiate and execute projects to improve customer experience and team operations
• Create and update knowledge base articles to facilitate customer self-service
• Provide technical support and knowledge sharing to team members
• Participate in internal community activities to contribute to company culture

Requirements

• 2+ years of experience in technical support for enterprise customers
• Growth mindset with a focus on leveraging AI for faster, more effective decision-making
• Ability to solve complex technical problems
• Proactive and responsible approach to work
• Willingness to assist team members
• Passion for new products and technologies
• Ability to adapt quickly to a fast-paced, high-growth environment
• Strong project management and cross-functional collaboration skills
• Ability to handle unprecedented and difficult problems with agility
• High ethical standards and compliance awareness regarding information assets
• Must be able to work from the office at least 3 days per week

Skills

• Investigation of APIs, third-party integrations, and network issues using tools like HAR, Fiddler, and Wireshark
• Proficiency in BigQuery and Google Cloud Logging for log extraction and analysis using SQL or filter queries
• Native-level Japanese business communication skills for technical explanations
• Experience with AI tools or interest in AI-driven efficiency (preferred)
• SaaS product support experience (preferred)
• Experience using Box (preferred)
• Practical experience with MDM solutions like Microsoft Intune (preferred)
• Coding experience (preferred)
• Experience with support/CRM tools like Zendesk, Salesforce, or Jira (preferred)
• Business-level English communication skills for global collaboration (preferred)

Location

• Tokyo, Japan

Work Type

• Hybrid
• Full-time

Experience Level

• 2+ years of experience

About the Company

• Box (NYSE: BOX) is a leading Intelligent Content Management (ICM) platform.
• Founded in 2005 in the US, Box helps global enterprises manage content lifecycles and secure business workflows.
• Box Japan was established in 2013.

Equal Opportunity

• We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.