产品支持工程师
Product Support Engineer
**此职位位于日本 - 我们在2026年将实行远程办公，计划于2027年开设办公室。**
申请时必须持有有效的日本工作签证。我们无法为该职位提供签证担保。
[Tulip](https://tulip.co/) 是前线运营领域的领导者，正在帮助全球公司为其员工配备连接应用，从而提高工作质量、提升效率，并实现整个运营流程的端到端可追溯性。各规模和行业的公司都使用 Tulip 的云原生、无代码平台，通过可组合的解决方案来解决一些最紧迫的运营挑战：确保流程无误、提升生产力、捕捉和分析实时数据以及持续改进。
Tulip 是 MIT 的衍生公司，总部位于马萨诸塞州萨默维尔，设有德国和匈牙利的办事处。专注于工业环境中的可组合、以用户为中心的解决方案，Tulip 正在颠覆 MES（制造执行系统）领域，并被世界经济论坛评为全球创新者。Tulip 还被评为 Energage“美国最佳雇主”之一，以及 Built In Boston 的“2024 年最佳工作场所”和“最佳中型企业工作场所”。
**关于你**：
- 你愿意在一个快节奏、具有挑战性、快速变化的环境中工作。
- 你渴望学习最新技术并不断提升自己。
- 你具备技术产品支持经验，有多年与客户通过多种沟通方式（包括聊天和网络会议）合作的经验。
- 你真诚、谦逊、好奇，愿意在一个有趣、多元的文化中工作。
**你需要具备哪些技能？**
- 使用工单系统（如 ZenDesk）的经验。
- 制造业或工艺工程经验。
- 熟悉 Atlassian 环境（如 Jira、Confluence）。
- 具备与多个团队合作并解决问题的协作态度。
- 出色的沟通能力，包括书面和口头表达。
- 英语达到商务水平，能够与内部团队沟通并处理英文知识库。
- 日语达到商务水平，能够与日本客户、内部团队沟通并处理日文资料。
**哪些技术经验会更受青睐？**
- 中级
- API 和 HTTP（post/get、认证等）
- Shell 脚本（MacOS、UNIX）
- 基础
- SQL（PostgreSQL）和 MongoDB 数据库、查询
- 网络/云（AWS、Azure）
**主要职责：**
- 担任...
查看英文原文
**This role is located in Japan - We are a remote work environment for 2026 with future plans to open up an office in 2027.**
Candidates must possess a valid Japanese work visa at the time of application. We are unable to provide visa sponsorship for this position.
[Tulip](https://tulip.co/), the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement.
A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2024.
**About You**:
- You are willing to work in a fast paced, challenging, quickly changing environment.
- You are keen to learn the latest technologies and improve yourself.
- You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls.
- You are genuine, humble, curious and willing to work in a fun, diverse culture.
**What skills do I need?**
- Experience with ticketing systems (e.g. ZenDesk).
- Experience in manufacturing or process engineering.
- Familiarity with Atlassian environment (e.g. Jira, Confluence).
- Collaborative attitude to partner with and manage multiple teams to resolve issues.
- Exceptional communication skills, written and oral.
- Business level of English to communicate with internal team and handle English knowledge database
- Business level of Japanese to communicate with Japanese customers,internal team, and handle Japanese material
**What tech experience would be preferred?**
- Intermediate
- API and HTTP (post/get, auth, etc.)
- Shell scripting (MacOS, UNIX)
- Basic
- SQL (PostgreSQL) and Mongo databases, queries
- Network/Cloud (AWS, Azure)
**Key Responsibilities:**
- Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries.
- Educate customers on the product, usage, and features.
- Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed.
- Escalate and follow-up complex cases with key collaborators below.
- Manage Support workload to provide visibility to issues and resolution status.
- Continuously improve the internal support processes and tools.
- Expand product documentation held in our customer-facing knowledge base.
- Process business and technical information for customers and provide feedback for the developer teams.
- Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.
**Key Collaborators:**
- All other customer facing teams: Applications Engineering, Customer Solutions, Customer Success
- Software Engineering (multiple sub-teams as applicable)
- Hardware Engineering
**Working At Tulip**
We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered.
We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:
- _Direct impact on product and culture_
- _Company equity_
- _Hybrid Work Style_
- _Learning & Development benefit_ _Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation_
- _Commutation Allowance_
We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.