{"id":2493677,"url":"https://alion.io/job/tulip-interfaces-product-support-engineer","title":"Product Support Engineer","company":{"id":7547,"name":"Tulip Interfaces","domain":"tulip.co","url":"https://alion.io/company/tulip-interfaces","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":70,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":66,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":53000,"period":"year","method":"role_country_seniority_unknown","sample_n":8},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"MongoDB","optional":false},{"name":"PostgreSQL","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false}],"status":"live","first_seen_at":"2026-03-13T01:33:50Z","employer_posted_date":"2026-06-30","last_verified_at":"2026-10-14T19:40:09Z","board_verified":true,"closed_at":null,"days_open":215,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":215},"description":"This role is located in Japan - We are a remote work environment for 2026 with future plans to open up an office in 2027. \nCandidates must possess a valid Japanese work visa at the time of application. We are unable to provide visa sponsorship for this position.\nTulip, 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.\nA 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. \nAbout You:\nYou are willing to work in a fast paced, challenging, quickly changing environment.\nYou are keen to learn the latest technologies and improve yourself.\nYou are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls.\nYou are genuine, humble, curious and willing to work in a fun, diverse culture.\nWhat skills do I need?\nExperience with ticketing systems (e.g. ZenDesk).\nExperience in manufacturing or process engineering.\nFamiliarity with Atlassian environment (e.g. Jira, Confluence).\nCollaborative attitude to partner with and manage multiple teams to resolve issues.\nExceptional communication skills, written and oral.\nBusiness level of English to communicate with internal team and handle English knowledge database \nBusiness level of Japanese to communicate with Japanese customers,internal team, and handle Japanese material\nWhat tech experience would be preferred?\nIntermediate\nAPI and HTTP (post/get, auth, etc.)\nShell scripting (MacOS, UNIX)\nBasic\nSQL (PostgreSQL) and Mongo databases, queries\nNetwork/Cloud (AWS, Azure)\nKey Responsibilities:\nAct as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries.\nEducate customers on the product, usage, and features.\nDiagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed.\nEscalate and follow-up complex cases with key collaborators below.\nManage Support workload to provide visibility to issues and resolution status.\nContinuously improve the internal support processes and tools.\nExpand product documentation held in our customer-facing knowledge base.\nProcess business and technical information for customers and provide feedback for the developer teams.\nParticipate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.\nKey Collaborators:\nAll other customer facing teams: Applications Engineering, Customer Solutions, Customer Success\nSoftware Engineering (multiple sub-teams as applicable)\nHardware Engineering\nWorking At Tulip\nWe know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. \nWe’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:\nDirect impact on product and culture\nCompany equity\nHybrid Work Style\nLearning & Development benefit Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation\nCommutation Allowance\nWe 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.\nIt 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.\nPlease note that we may use AI-based tools to support parts of our hiring process. 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