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About the Role

Box is seeking a Product Support professional to join their team. This role is crucial in connecting customers with the product, providing technical solutions, and ensuring customers maximize the value of Box. You will be a key player in transforming how businesses work with content through an intelligent content management platform.

Responsibilities

• Provide exceptional support to Box customers with empathy and a strong sense of ownership.
• Handle text-based support primarily through a ticket management system, with potential for remote connection support and technical explanations via online meetings.
• Investigate and resolve complex technical issues related to Box products, network configurations, desktop environments, APIs, and SDKs.
• Reproduce issues in a test environment, analyze logs, and investigate data to identify root causes of complex technical challenges.
• Clearly communicate complex problems to customers both verbally and in writing.
• Report issues to the product development team to contribute to product quality improvement.
• Collaborate closely with sales, customer success, and consulting teams to support customer business success.
• Lead and execute projects to improve customer experience and team operations.
• Create and update knowledge base articles to enable customer self-service.
• Actively provide technical support and share knowledge with other team members.
• Participate in internal community activities to foster company culture.

Requirements

• Minimum 3 years (preferably 5+ years) of technical support experience for enterprise customers.
• Ability to adapt quickly to changing demands in a high-growth, fast-paced environment.
• Strong business execution and project management skills, with the ability to drive cross-departmental collaboration and achieve results.
• Ability to approach unprecedented and difficult problems with a positive attitude and resourcefulness.
• Deep understanding of the importance of information assets, with a strong sense of ethics and compliance.
• Must be willing to work from the office at least 3 days a week, as Box values in-person collaboration.

Skills

• API
• Third-party product integration
• Network troubleshooting (using HAR, Fiddler, Wireshark, etc.)
• BigQuery
• Google Cloud Logging
• SQL query writing
• Log search and filter query writing
• Extremely fluent Japanese business communication (native-level reading, writing, and verbal technical explanation)
• AI tool usage (LLM tools, in-product AI features) or interest in using them for work efficiency
• SaaS product support experience
• Box usage experience
• Practical experience with MDM solutions (e.g., Microsoft Intune)
• Coding experience
• Practical experience with support/CRM tools (e.g., Zendesk, Salesforce, Jira)
• Business-level English communication (reading, writing, and verbal for global team interaction and internal meetings)

Location

• Redwood City, California (Headquarters)
• USA
• Europe
• Asia
• Japan

Work Type

• Hybrid (at least 3 days in office)

Experience Level

• 3+ years (preferably 5+ years) of technical support experience for enterprise customers

About the Company

• Box is a leading company in the Intelligent Content Management (ICM) platform space.
• Box's platform aims to promote corporate collaboration, manage the entire content lifecycle, protect critical content, and transform business workflows with enterprise AI.
• Founded in the US in 2005, Box supports the operational efficiency of over 22,000 companies in Japan, including 85% of the Nikkei 225 companies.
• Box Japan was established in 2013.
• Box is an 'AI-first' company, emphasizing a growth mindset and leveraging AI for faster, more appropriate decision-making and increased impact.

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.
• Personnel Privacy Notice available for details on data protection during application.