Principal Technical Support Engineer, Japan

About the role

This role focuses primarily on advanced enterprise support, major incident leadership, and complex issue resolution. You will also provide senior level guidance during deployments and architectural reviews. As the technical authority in Japan, you will strengthen our regional presence and increase customer confidence. You will work closely with Engineering, Product, Sales, Customer Success, and Partners to ensure platform stability and long term success. This is a hands on role. It requires strong troubleshooting skills, solid architecture knowledge, and clear communication in both Japanese and English.

Key Responsibilities

Advanced Support and Escalation Leadership

• Act as the senior technical authority in Japan for complex technical issues
• Own and resolve advanced support cases
• Lead P1 incidents and major escalations
• Reproduce customer issues and identify root cause
• Submit detailed and actionable reports to Engineering
• Provide configuration guidance, best practices, and practical workarounds
• Deliver support through cases, email, chat, and live calls while meeting SLA targets

Technical Expertise

• Troubleshoot issues across the user interface, application, platform, and on-prem & cloud infrastructure services
• Troubleshoot integrations with SIEM, EDR, XDR, TIP, and other security tools
• Troubleshoot Kubernetes, containers, Linux, Networking, and cloud environments such as AWS, Azure, and GCP
• Resolve integration/connectors, performance, and stability issues
• Maintain deep product knowledge and stay current with platform updates

Deployment and Architectural Support

• Guide enterprise deployments and upgrades in Japan
• Review architecture and integration designs for complex environments
• Support non standard or advanced deployment scenarios
• Assist with rollout of new features, including risk review and validation

Monitoring and Continuous Improvement

• Use tools such as Grafana and Prometheus to review system health
• Support dashboard setup and alert configuration
• Identify recurring issues and recommend stability improvements
• Improve internal troubleshooting tools and diagnostics
• Publish root cause analysis and solution articles
• Provide clear feedback to Product and Engineering based on case trends

Executive, Partner, and Onsite Engagement

• Present technical findings and recommendations to customer leaders and executives
• Act as a trusted technical advisor during critical situations
• Deliver technical workshops for partners and MSSPs
• Support partner led deployments when escalations occur
• Provide onsite support in Japan when required

Collaboration and Mentorship

• Work closely with Product, Engineering, QA, Sales, and Customer Success
• Mentor junior engineers and support skill development
• Participate in on call rotations as needed

Required Skills & Qualifications

Technical Expertise

• 5 to 7 years of experience in technical support
• Strong experience with SOAR platforms and security automation use cases
• Experience leading incidents and escalations
• Strong knowledge of Kubernetes, containers, Linux, and cloud platforms
• Experience troubleshooting integrations using Python and REST APIs
• Hands on experience with cloud technologies and AWS, Azure, or GCP
• Good understanding of networking fundamentals and security tools such as SIEM, EDR,
• IAM, and threat intelligence platforms

Operational Strength

• Strong analytical and structured problem solving skills
• Ability to manage multiple high priority issues
• Experience in customer facing technical leadership roles
• Strong focus on customer experience and relationship building

Communication

• Business level Japanese, written and spoken
• Good English for global communication
• Ability to explain complex technical topics clearly

Preferred Qualifications

• Experience in Security Operations Center or Incident Response environments
• Experience supporting enterprise deployments
• Experience working with Professional Services teams
• Relevant certifications such as CKA, AWS, Azure, GCP, CISSP, or similar

The Perks of being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

What’s the best thing about working at Swimlane? If you ask the team, they'll tell you it's the people. Swimlaners are innovative, collaborative and driven by the purpose of revolutionizing the way security teams automate and respond to alerts. Headquartered in beautiful Denver, Colorado, Swimlane's staff spans 28 states and 23 countries!

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Swimlane, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!

To complete your application, please submit your resume to https://ats.rippling.com/swimlane