Supportability Engineer

Job Summary

Supportability Engineer 4

Keystone Storage as a Service (STaaS) | Japan 

Job Summary 

As a Supportability Engineer for Keystone Storage as a Service (STaaS), you will serve as a trusted advisor, customer advocate, and operational leader dedicated to improving the health, supportability, and long-term success of Keystone customer environments in Japan. 

Fluency in both Japanese and English is mandatory. The role requires regular communication with Japanese-speaking customers and close coordination with global NetApp teams across Customer Success, Support, Engineering, Product, and Services. 

Unlike traditional support roles focused on individual incidents, Supportability Engineers maintain a comprehensive, estate-level understanding of the Keystone environment. You will assess service health, operational readiness, lifecycle position, support trends, capacity utilization, and business objectives to identify risks, uncover opportunities, and provide strategic recommendations that improve customer outcomes. 

You will use data, technical judgment, and cross-functional collaboration to address emerging challenges before they affect customer operations. Success requires strong technical judgment, analytical thinking, customer engagement skills, and the ability to lead complex operational discussions while bridging language, cultural, technical, and organizational boundaries. 

Key Responsibilities 

• Maintain a comprehensive understanding of the Keystone Estate in Japan, including service health, lifecycle position, capacity utilization, operational performance, support history, and customer business objectives. 

• Monitor operational metrics, support trends, and service data to identify risks, recurring patterns, lifecycle concerns, capacity constraints, optimization opportunities, and emerging issues. 

• Develop and communicate estate-level risk assessments, operational findings, and strategic recommendations that improve lifecycle compliance, service readiness, operational health, and customer success. 

• Lead or support estate reviews, operational health assessments, lifecycle evaluations, capacity discussions, and readiness planning with Japanese-speaking customers and internal stakeholders. 

• Serve as a primary bilingual liaison between customers in Japan and global NetApp teams, accurately conveying technical findings, customer requirements, operational risks, recommended actions, and business context in Japanese and English. 

• Drive cross-functional alignment across Keystone Success Management, Customer Success Delivery, Support, Engineering, Product Management, and Services to resolve complex customer situations and execute agreed actions. 

• Identify systemic issues affecting customer environments and work with internal teams to drive corrective actions, process improvements, and sustainable long-term solutions. 

• Communicate service advisories, security notifications, lifecycle information, operational risks, and required customer actions clearly and appropriately in both Japanese and English. 

• Mentor less-experienced engineers and contribute to best practices, operational standards, tooling improvements, knowledge development, and continuous improvement initiatives for the Keystone service. 

Job Requirements

• Required Qualifications 

  • Fluent in Japanese and English, both written and verbal. Bilingual communication is a mandatory requirement for daily engagement with Japanese-speaking customers and global NetApp teams. 
  • Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or a related field. 
  • 7+ years of experience in supportability engineering, enterprise support, technical account management, customer success, professional services, managed services, solution architecture, or a similar customer-facing technical role. 
  • Strong analytical and problem-solving skills, with demonstrated ability to assess complex enterprise environments, evaluate operational and service data, identify trends and risks, and develop actionable recommendations. 
  • Demonstrated experience leading complex customer situations involving multiple stakeholders, competing priorities, ambiguity, and cross-functional teams. 
  • Ability to understand customer environments from technical and business perspectives while maintaining a holistic, estate-level view rather than focusing only on individual incidents. 
  • Strong customer-facing communication, presentation, and relationship-management skills, including the ability to explain technical findings, recommendations, and operational risks to diverse audiences. 
  • Demonstrated ability to influence outcomes and build alignment across customers, engineering teams, support organizations, and leadership stakeholders. 
  • Experience with enterprise infrastructure, storage, cloud, networking, managed services, or hybrid IT environments. 
  • Strong organizational and prioritization skills, with the ability to manage multiple customer engagements and operational priorities simultaneously. 

求人要項

雇用形態：正社員・期間の定め無　
試⽤期間：3か月（試用期間中の勤務条件に変更はありません）
就業時間：9:00－17:30 （フレックス制 or 裁量労働制）
休⽇：完全週休2日制（土・日）、有給休暇、夏季休暇（3日）、年末年始（12/29～1/3）、ボランティア休暇（5日間）、私傷病・ファミリー休暇、Global Wellness Day、出産休暇（20週）、育児休暇（10日間）、養老介護休暇（10日間）
・通勤交通費、社会保険完備
・確定拠出型年金、NetApp独自の保険プログラム（団体総合生活保障保険、総合福祉団体定期保険、団体長期障害所得補償保険）、インフルエンザ予防接種、エンプロイー・アシスタンス・プログラム、英語自己啓発サポート、社員持ち株会（ESPP）
勤務地：
東京オフィス（東京都中央区京橋２－１－３京橋トラストタワー）
※受動喫煙措置についての記載：屋内禁煙（屋内喫煙可能場所あり）