Your key responsibilities will include:

• Managing support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution.
• Achieving customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with the timely execution of action items.
• Creating and executing a data-driven customer recovery plan for every escalation and incident that is addressed.
• Utilizing business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.
• Using data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
• Coordinating all necessary resources to fast-track and resolve new incidents and escalations from customers with a clear and detailed plan.

We are looking for a candidate with a minimum of 8+ years of experience in customer support, escalation, SRE, or incident management. You should have excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.

You will also need experience with a 'Distributed big data Computing' environment, SQL-based databases, as well as data warehousing and ETL technologies such as Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL. Linux/Unix administration skills, networking, and Hands-on Cloud experience with AWS, Azure, or GCP are required.

Experience working cross-functionally with support, engineering, product management, and directly with customers; ability to deeply understand product and customer personas is also essential.

A Bachelor's or Master's degree in Computer Science or Computer Engineering, or related Engineering field is preferred. Written and spoken proficiency in both Japanese and English is also required.

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What you'll do

• Analyse and organise raw matchmaking data; model datasets (3NF, dimensional) for analytics and products.
• Build and operate reliable data pipelines (batch and streaming) across multiple sources at petabyte scale.

What you need

• 6-8 years designing, developing, and managing data systems (warehouses, lakes, and distributed stores) at multi-PB scale.

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