[Hiring] Senior Customer Support Engineer @Revvity

Role Description

We are seeking a Technical Support Engineer specialising in SaaS data management and analytics software for the life sciences industry. You will provide technical support to pharmaceutical companies, biotechnology organisations, and healthcare institutions, primarily in Japan, supporting Signals One and associated analytics experiences, including Spotfire. This role includes full ownership of a designated support domain, with autonomy to investigate, reproduce, and resolve issues, and to drive cases through to successful resolution through collaboration with global Support, Product, and Engineering teams. This is a fully remote position, with occasional travel to a local office for team meetings, training, and company events.

Key Responsibilities

• Provide technical support to customers in Japan via email and web/online meetings.
• Deliver technical support for Signals One (SaaS data management, workflows, and analytics applications).
• Deliver technical support for the Spotfire platform, including Spotfire Analyst, Spotfire Server, and related technologies.
• Investigate and resolve complex technical issues through problem reproduction, troubleshooting, debugging, root cause isolation, and technical verification.
• Work closely with Product Development, Engineering, Professional Services, and Customer Success teams.
• Create and maintain knowledge base articles, technical documentation, and troubleshooting content.
• Contribute to initiatives that enhance customer satisfaction, support processes, and product quality.

Qualifications

• Fluency in both Japanese and English, with excellent written and verbal communication skills in both languages.
• 3+ years of experience in B2B technical support, application support, SaaS support, or a related technical role, or 5+ years of general IT industry experience.
• Hands-on experience with log analysis, troubleshooting, issue isolation, and technical verification/reproduction.
• Strong self-motivation and the ability to learn complex concepts independently.
• Understanding of complex data structures and how data flows through scientific, analytical, and informatics workflows.
• Ability to communicate effectively with customers, colleagues, and stakeholders across local and global teams.
• Demonstrated problem-solving skills and the ability to resolve complex technical issues.

Preferred Qualifications

• Basic knowledge of networking and TCP/IP fundamentals.
• A good understanding of Windows and Linux operating systems.
• Experience supporting SaaS solutions and/or BI, analytics, or data visualisation products.
• Experience working within pharmaceutical, biotechnology, healthcare, or scientific research environments.
• Familiarity with scientific informatics applications, laboratory workflows, ELN, LIMS, or related technologies.
• Experience with SQL, Python, R, or related data technologies.

Technologies & Tools

• Microsoft Windows
• Linux
• AWS
• SQL
• Python
• R
• Jira
• Zendesk
• Enterprise authentication technologies

Work Location / Working Style

• Shin-Yokohama Office
• 100% remote working
• Occasional travel to a local office for team meetings, training, and company events.