Description
As a Technical Support Engineer based in Tokyo, you'll be part of Adyen's global Technical Support organisation, working closely with merchants across Japan while collaborating with teams and colleagues around the world.
You'll partner with Engineering, Product, Commercial, and Operations to help merchants successfully integrate with and operate on the Adyen platform.
This is a highly customer-facing role where you'll troubleshoot complex technical issues, advise merchants on integration best practices, and help them get the most out of Adyen's products.
Beyond supporting merchants in Japan, you'll contribute to global initiatives, share knowledge across regions, and help continuously improve the way Technical Support operates worldwide.
Your work will have a direct impact on our merchants' ability to process payments reliably and grow their businesses.
Responsibilities:
- Act as a primary technical point of contact for merchants across Japan and across the globe, providing support via email, phone, and other communication channels.
- Troubleshoot complex API, integration, and payment processing issues, partnering with Engineering and Product teams to drive resolution.
- Advise merchants on implementation best practices and help optimise their payment setup on the Adyen platform.
- Build trusted relationships with merchants by delivering technical expertise and a best-in-class support experience.
- Partner closely with Account Managers, Implementation Engineers, Product, Engineering, Commercial, and Operations teams across multiple regions to improve the overall merchant experience.
- Gather merchant feedback and identify recurring themes to help influence product improvements and platform enhancements.
- Collaborate with Technical Support teams across APAC and globally, sharing knowledge, driving operational improvements, and contributing to cross-regional initiatives and projects.
- Contribute to the continuous improvement of global support processes, documentation, and best practices to help scale the Technical Support organization.
- Maintain a high standard of customer satisfaction through technical expertise, clear communication, and end-to-end ownership of merchant issues.
Requirements:
- Experience in Technical Support, Technical Solutions, Solutions Engineering, or a similar customer-facing technical role.
- Enjoy solving complex technical problems and working directly with customers.
- Experience supporting APIs, web technologies, and software integrations.
- Comfortable analyzing logs, debugging technical issues, and identifying root causes.
- Scripting or programming experience (e.g. SQL, JavaScript, Python, or Java).
- Thrive in a fast-paced environment and can prioritize multiple issues effectively.
- Enjoy collaborating with globally distributed, cross-functional teams across Product, Engineering, Commercial, and Operations.
- Customer-centric and take ownership from problem identification through to resolution.
- Fluent in Japanese and English, with the ability to support local merchants while collaborating seamlessly with colleagues and stakeholders across different regions.
- Experience within payments, fintech, e-commerce, or SaaS is highly desirable.
- Enjoy working in an international environment and are excited by the opportunity to contribute to both local merchant success and the ongoing evolution of Adyen's global Technical Support organization.
- Available to work public holidays on a rotational basis to ensure support coverage, with potential weekend coverage as business needs evolve.