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Support Engineer, APAC

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Anaconda

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Location:
Japan , Tokyo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We're looking for a Support Engineer, APAC to join our growing Technical Solutions team as the first dedicated support presence in the APAC region. Our team provides world-class technical support to enterprise customers, helping them succeed with Anaconda's platform for data science and Python package management. This is a foundational role for the region. You'll shape how we support customers across APAC time zones, working directly with enterprise clients to troubleshoot complex technical issues across cloud and on-premises environments. You'll partner closely with product, engineering, and our global support team to ensure customers get fast, effective resolution while building the playbook for regional support operations. This role will cover a customer portfolio based in the greater Asia-Pacific region and the ideal candidate will sit in Tokyo, Japan. This is an excellent opportunity for you to leverage your experience and skills and apply it to the world of data science, artificial intelligence, and machine learning.

Job Responsibility:

  • Troubleshoot medium to high complexity technical issues across Anaconda's cloud and on-premises products, including debugging Python code and conda ecosystem challenges
  • Manage customer cases within defined SLAs, providing clear communication and accurate expectations throughout the resolution process
  • Perform upgrades and configuration of Anaconda enterprise applications on customer infrastructure, including air-gapped and high-availability environments
  • Identify patterns in customer issues and log actionable feedback to Product and Engineering teams to influence product improvements
  • Create and maintain technical documentation that helps customers self-serve and supports future team members joining the region
  • Collaborate cross-functionally with professional services, solutions architecture, and engineering to resolve complex customer challenges
  • Participate in a 24/7 on-call rotation for urgent enterprise client requests

Requirements:

  • 5+ years of experience in technical support engineering, systems administration, or similar customer-facing technical roles
  • Strong Linux system administration skills (RHCSA-level proficiency or equivalent)
  • Experience with containerization technologies (Docker, Kubernetes)
  • Proficiency with at least one major cloud platform (AWS, Azure, or GCP)
  • Experience debugging Python applications and troubleshooting package management issues
  • Working knowledge of authentication technologies (SAML, OAuth, LDAP)
  • Demonstrated experience guiding customers through technical troubleshooting via remote communication
  • You embody our values of Clarity, Care and Candor
  • You care deeply about fostering an environment where people of all backgrounds and experiences can flourish

Nice to have:

  • Experience supporting data science or machine learning platforms in enterprise environments
  • Japanese language proficiency (business conversational or higher)
  • Experience building support operations or processes in a new region or greenfield environment
  • Knowledge of high-performance computing infrastructure and GPU-accelerated workflows
  • Experience with Anaconda products or deep familiarity with the conda ecosystem
  • Experience working in a fast-paced startup environment
  • Experience working in an open-source, AI, or data science-oriented company
What we offer:
  • Insurance Coverage
  • Paid Holidays
  • Learning and Development Stipend
  • Monthly Wellness Stipend

Additional Information:

Job Posted:
December 18, 2025

Expiration:
February 11, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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