{"id":993241,"url":"https://alion.io/job/swimlane-principal-technical-support-engineer-japan","title":"Principal Technical Support Engineer, Japan","company":{"id":9380,"name":"Swimlane","domain":"swimlane.com","url":"https://alion.io/company/swimlane","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"IAM","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Prometheus","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SIEM","optional":false}],"status":"live","first_seen_at":"2026-09-17T04:34:32Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-11-03T07:38:55Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":47},"description":"Who we are, and what we offer:\nSwimlane is redefining security operations with Agentic AI automation that empowers organizations to work smarter, respond faster, and stay ahead of threats. Our low-code platform combines automation, orchestration, and intelligent reasoning to unlock true operational autonomy across the modern SOC.\nAt Swimlane, we put people first. We foster a culture of innovation, trust, and continuous improvement-where your ideas matter and your work drives meaningful change. Join us and help build the next era of Agentic AI-powered security operations.\nAbout the role\nThis 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.\nKey Responsibilities\nAdvanced Support and Escalation Leadership\nAct as the senior technical authority in Japan for complex technical issues \nOwn and resolve advanced support cases\nLead P1 incidents and major escalations\nReproduce customer issues and identify root cause\nSubmit detailed and actionable reports to Engineering\nProvide configuration guidance, best practices, and practical workarounds\nDeliver support through cases, email, chat, and live calls while meeting SLA targets\nTechnical Expertise\nTroubleshoot issues across the user interface, application, platform, and on-prem & cloud infrastructure services\nTroubleshoot integrations with SIEM, EDR, XDR, TIP, and other security tools\nTroubleshoot Kubernetes, containers, Linux, Networking, and cloud environments such as AWS, Azure, and GCP\nResolve integration/connectors, performance, and stability issues\nMaintain deep product knowledge and stay current with platform updates\nDeployment and Architectural Support\nGuide enterprise deployments and upgrades in Japan\nReview architecture and integration designs for complex environments\nSupport non standard or advanced deployment scenarios\nAssist with rollout of new features, including risk review and validation\nMonitoring and Continuous Improvement\nUse tools such as Grafana and Prometheus to review system health\nSupport dashboard setup and alert configuration\nIdentify recurring issues and recommend stability improvements\nImprove internal troubleshooting tools and diagnostics\nPublish root cause analysis and solution articles\nProvide clear feedback to Product and Engineering based on case trends\nExecutive, Partner, and Onsite Engagement\nPresent technical findings and recommendations to customer leaders and executives\nAct as a trusted technical advisor during critical situations\nDeliver technical workshops for partners and MSSPs\nSupport partner led deployments when escalations occur\nProvide onsite support in Japan when required\nCollaboration and Mentorship\nWork closely with Product, Engineering, QA, Sales, and Customer Success\nMentor junior engineers and support skill development\nParticipate in on call rotations as needed\nRequired Skills & Qualifications\nTechnical Expertise\n5 to 7 years of experience in technical support\nStrong experience with SOAR platforms and security automation use cases\nExperience leading incidents and escalations\nStrong knowledge of Kubernetes, containers, Linux, and cloud platforms\nExperience troubleshooting integrations using Python and REST APIs\nHands on experience with cloud technologies and AWS, Azure, or GCP\nGood understanding of networking fundamentals and security tools such as SIEM, EDR,\nIAM, and threat intelligence platforms\nOperational Strength\nStrong analytical and structured problem solving skills\nAbility to manage multiple high priority issues\nExperience in customer facing technical leadership roles\nStrong focus on customer experience and relationship building\nCommunication\nBusiness level Japanese, written and spoken\nGood English for global communication\nAbility to explain complex technical topics clearlyPreferred Qualifications\n\nExperience in Security Operations Center or Incident Response environments\nExperience supporting enterprise deployments\nExperience working with Professional Services teams\nRelevant certifications such as CKA, AWS, Azure, GCP, CISSP, or similar\nThe Perks of being a Swimlaner:\nCompetitive Benefits & Compensation\nStock Options\nTraining & Professional Development Opportunities\nMacBook Pro\nGreat Company Culture\nWe value collaboration and innovation\nGive-back Volunteering Opportunities\nHere 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:\nPunch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.\nBe a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.\nAlways be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.\nMove at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.\nHave 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.\nWhat’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!\nDon'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! 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