Position: Technical Support Engineer
Company: Confidential AI LegalTech Company
Location: Tokyo, Japan
About the Company
A global leader in “Professional AI,” this company develops AI-powered products that combine deep professional expertise with cutting-edge artificial intelligence technologies.
Founded in 2017, the company has focused heavily on Legal AI solutions and has raised approximately JPY 28.6 billion in cumulative funding. Since establishing its U.S. entity in 2022 and completing its first international acquisition in Germany in 2025, the organization has continued to accelerate its global expansion.
Its flagship platform is currently offered across Japan, the United States, and the United Kingdom, surpassing JPY 10 billion ARR within just 6.5 years after launch. Beyond legal technology, the company is expanding into additional highly specialized domains through AI-powered enterprise products.
In collaboration with OpenAI, the company actively incorporates advanced technologies such as AI agents into product development to solve complex business challenges for enterprise customers.
About the Role
This position contributes to improving service reliability and customer trust through technical expertise and strong communication skills.
You will investigate and resolve technical issues raised by customers and internal teams while working closely with User Support and Customer Success functions. The role involves troubleshooting authentication systems, networking issues, API integrations, and cloud-related technical inquiries in a fast-growing AI SaaS environment.
Key Responsibilities
Investigate and respond to technical inquiries from end users and internal stakeholders
Collaborate with Customer Success and User Support teams to resolve technical issues for enterprise customers
Analyze user operation logs and identify root causes of incidents
Troubleshoot and resolve SSO configuration issues related to SAML authentication
Investigate network connectivity problems and propose solutions
Support and troubleshoot REST API usage
Clearly explain technical concepts and solutions to both technical and non-technical stakeholders
Contribute to overall service reliability improvement initiatives
Technical Environment / Tools
Cloud Platforms: AWS, Google Cloud
Authentication: SAML, SSO, Entra ID
Networking: HTTP, DNS, IP Addressing, Routing
APIs: REST API
Investigation Tools: Browser Developer Tools, Network Analysis Tools
Languages (reading/debugging level): JavaScript, Python, Go
AI Tools: ChatGPT Enterprise, Notion AI, Gemini, NotebookLM, Slack AI
Development Support Tools: Claude Code, Cursor, GitHub Copilot, Devin, Codex, Figma AI
Required Qualifications
3+ years of Technical Support experience
Strong communication skills with customers and stakeholders
Ability to explain technically complex topics in a clear and understandable manner
Knowledge equivalent to the Fundamental Information Technology Engineer certification
Technical understanding of internet and networking concepts including HTTP, DNS, IP addressing, and routing
Experience using browser developer tools for troubleshooting network requests and response headers
Associate-level cloud certification or equivalent experience (AWS SAA, Google Cloud ACE, etc.)
Preferred Qualifications
Knowledge equivalent to the Applied Information Technology Engineer certification
Professional-level cloud certifications or equivalent experience (AWS SAP, Google Cloud PCA, etc.)
Experience in Technical Sales, Pre-sales, or Technical Account Management
Experience with identity providers such as Entra ID
Knowledge of SMTP
Basic understanding of REST APIs and response structures
Ability to read source code in at least one programming language (JavaScript, Python, Go, etc.)
Knowledge of authentication technologies such as SAML and SSO
SQL knowledge
Business-level English proficiency (approximately CEFR B1 or above)
Salary
JPY 5,000,000 – 8,000,000 annually
Final compensation will be determined based on experience and skills.
Employment Type
Full-time Permanent Employee
Working Hours
Full-flex working hours with no core time OR discretionary work system
1-hour break
Overtime applicable
Primarily office-based
Remote work negotiable after onboarding and independent operation in the role
Probation Period
3 months
Benefits
120+ annual holidays
Full two-day weekends (Saturday, Sunday, public holidays)
New Year holidays
Paid leave granted upon joining
Special leave including sick leave, work-life balance leave, and birthday leave
Maternity, childcare, caregiving, and bereavement leave
Full social insurance coverage
AI tools provided to all employees (ChatGPT Enterprise, Notion AI, Gemini, NotebookLM, Slack AI)
Access to advanced development support tools (Claude Code, Cursor, GitHub Copilot, Devin, Codex, Figma AI)
Self-development budget
Language learning support
Employee stock ownership plan
Influenza vaccination support
Indoor smoking room available (non-smoking office environment)
Side jobs permitted with approval
Certified under the Eruboshi recognition program for workplace advancement of women