Customer Support Engineer

MasterControl Japan

. Provide in-depth application technical support to MasterControl customers .

Posted 10/23/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced application troubleshooting skills and a strong understanding of database management, particularly with MS SQL. Proficient in technical documentation and customer support, with a focus on effective communication and incident management.

Highest-signal resume keywords

Advanced Application TroubleshootingDatabase Management / MS SQLTechnical Documentation WritingKnowledge-Centered Support PrinciplesJavaScript and HTML Programming

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced Application TroubleshootingDatabase ManagementMS SQLJavaScriptHTMLTechnical DocumentationIncident ManagementSoftware ImplementationRoot Cause AnalysisSoftware Functionality Knowledge

Soft Skills

Professional-Level WritingCommunication SkillsCustomer Support

Tools & Technologies

Claude CodeLDAPActive DirectoryVirtual Environments

Industry Keywords

Technical SupportService Level AgreementsKnowledge BaseKey Performance IndicatorsKnowledge Transfer

Tech Stack

Tools & technologies

JavaScriptSQL

About the role

Key responsibilities & impact

Provide in-depth application technical support to MasterControl customers
Troubleshoot and perform root cause analysis for advanced technical issues
Resolve customer issues via incoming calls, emails, and other channels
Provide customers with software functionality knowledge and best practices
Identify and reproduce software defects for submission to development
Provide root cause analysis and in-depth troubleshooting
Meet and exceed Service Level Agreements through effective incident management
Write technical documentation, including Knowledge Base articles
Contribute to departmental Key Performance Indicators
Perform software implementation, installation, and upgrades for customers
Update and maintain reports for customers and key internal contacts
Provide backup support to other Customer Support Engineers
Work with escalation engineers to resolve critical customer issues
Provide and participate in technical training and knowledge transfer
Contribute to the knowledge base using Knowledge-Centered Support principles
Perform special projects as directed

Requirements

What you’ll need

Advanced application troubleshooting skills
Database management knowledge / MS SQL experience required
Professional-level writing and communication skills
Professional English language speaking/writing skills
LDAP and Active Directory experience/knowledge desirable
Understanding of virtual environments; strong experience desirable
Programming experience/knowledge in JavaScript and HTML helpful
Proficient with Claude Code or similar
Willingness to work USA hours of operation on a consistent basis
May work a variety of schedule hours as required
Travel may be required

Benefits

Comp & perks

Competitive compensation
Schedule flexibility
Fitness clubs (you get paid to have fun and be active!)
Company parties and employee recognition programs
Wellness programs
Professional development and skillset development
Recognition of employee contributions
Collaborative workplace culture