Senior Customer Success Engineer

About this role

<p class="p1" style="text-align: center;"><span style="text-decoration: underline;"><span class="s1"><strong>Senior Customer Success Engineer</strong></span></span></p> <p class="p3"><span class="s1"><strong>Location: Tokyo, Japan</strong></span></p> <p class="p1"><span class="s1">Role Overview</span></p> <p class="p2">As a Senior Customer Success Engineer focused on technical support, you will provide enterprise-level post-deployment support to Rubrik customers across Japan. You will troubleshoot complex data protection and cyber-resilience issues, drive rapid resolution of support cases, and ensure our customers can rely on Rubrik Security Cloud to protect and recover their critical data and workloads.</p> <p class="p2">This role is part of Rubrik's Global Customer Support and Success Organization and is Japan-remote.</p> <p class="p1"><span class="s1">About Rubrik</span></p> <p class="p2">Rubrik is on a mission to secure the world’s data. With Zero Trust Data Security™, Rubrik helps organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Rubrik Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. Rubrik helps organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked. <span class="s2">Rubrik.com</span></p> <p class="p1"><span class="s1">About the Team</span></p> <p class="p2">Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to providing a world-class post‑purchase experience. The team delivers post‑deployment technical support to customers and partners across a wide range of technologies and cloud deployments and ensures timely activation and adoption of Rubrik’s SaaS products and technologies.</p> <p class="p2">The Customer Support Team is composed of seasoned experts in data management and security who possess an in‑depth knowledge of Rubrik’s solutions, data protection, and recovery strategies. They are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at the forefront.</p> <p class="p1"><span class="s1">What You Will Do</span></p> <ul class="ul1"> <li class="li3">Provide expert‑level technical support to enterprise customers across Japan via phone, web, email, and other support channels.</li> <li class="li3">Provide local-language support in Japanese, ensuring customers can interact in their preferred language across phone, email, and written channels.</li> <li class="li3">Handle all levels of technical support cases — from basic configuration questions to complex issues involving snapshots, replication, data recovery, networking, and cloud deployments.</li> <li class="li3">Listen to customer concerns, use structured troubleshooting and problem analysis techniques to isolate root causes, and recommend/implement appropriate solutions.</li> <li class="li3">Independently diagnose and resolve problems across Rubrik Security Cloud and supported environments (VMware, Linux, Kubernetes, AWS, Azure, databases, and SaaS workloads), partnering with Support Engineering and Product Engineering on escalations when needed.</li> <li class="li3">Perform cluster health checks, monitor the health and performance of customer environments, and proactively identify risks or improvement opportunities.</li> <li class="li3">Follow standard procedures for proper escalation of unresolved issues to internal teams and drive escalations to timely resolution.</li> <li class="li3">Communicate clearly and regularly with customers on case progress, next steps, and action plans; ensure proper recording and closure of all issues.</li> <li class="li3">Create and contribute technical content to Rubrik’s knowledge base, deployment guides, FAQs, and internal runbooks.</li> <li class="li3">Provide feedback from customers and the field to Support Engineering, Product, and Engineering teams to drive product enhancements and improvements.</li> <li class="li3">Mentor junior engineers and contribute to repeatable troubleshooting playbooks that improve efficiency and customer experience.</li> <li class="li3">Work in shifts, including occasional weekends, as required to support customers.</li> </ul> <p class="p1"><span class="s1">What You Will Bring</span></p> <ul class="ul1"> <li class="li3">9+ years in enterprise technical support, DevOps, or similar customer‑facing technical roles, troubleshooting complex infrastructure, data protection, and cloud issues, including advanced issues such as snapshots, replication, and data recovery.</li> <li class="li3">Strong hands‑on expertise with:</li> <ul class="ul1"> <li class="li3">Virtualization (VMware vCenter &amp; ESXi)</li> <li class="li3">Linux administration</li> <li class="li3">Networking fundamentals</li> <li class="li3">Cloud platforms such as AWS, Azure, and/or Google Cloud Platform</li> <li class="li3">Backup and recovery concepts and enterprise storage</li> <li class="li3">Databases, preferably MSSQL</li> <li class="li3">Office 365 /SharePoint</li> </ul> <li class="li3">Experience troubleshooting and supporting workloads such as databases, virtual and physical servers, and SaaS applications.</li> <li class="li3">Hands‑on experience with cloud deployments and managing applications running on cloud platforms.</li> <li class="li3">Strong problem‑solving, troubleshooting, and analytical skills, with the ability to lead complex technical escalations through to resolution.</li> <li class="li3">Native or near‑native Japanese (business‑level) and business‑level English, with the ability to provide end‑to‑end technical support in Japanese (phone, email, and written documentation) while collaborating with global internal teams.</li> <li class="li3">Excellent written and verbal communication skills and strong interpersonal s