Technical Support Engineer - Bilingual Japanese/English - Black Duck Software, Inc.

Key Responsibilities

• Provide technical support to customers via various channels, including email, phone, and chat.
• Troubleshoot and resolve complex software issues, identifying root causes and implementing effective solutions.
• Communicate technical information clearly and concisely to both technical and non-technical users.
• Document support cases, resolutions, and customer interactions accurately.
• Collaborate with engineering and product teams to escalate and resolve product defects.
• Contribute to the knowledge base by creating and updating support articles.

Requirements

• Proficiency in both Japanese and English, both written and spoken.
• Experience in a technical support or customer-facing role.
• Strong troubleshooting and problem-solving skills.
• Familiarity with software development lifecycle and application security concepts is a plus.
• Excellent communication and interpersonal skills.