Role Description We are seeking a highly skilled and experienced Senior Technical Support Engineer to serve as a subject matter expert (SME) in supporting and maintaining a complex cloud-based infrastructure. This individual will play a key role in managing and troubleshooting systems built on Windows, Red Hat, and VMware vSphere, with a strong focus on the Aura Stack platform. The ideal candidate will have deep technical expertise, a proactive approach to issue resolution, and a strong commitment to maintaining system security and performance. - Serve as the technical lead during complex outages, providing expert-level troubleshooting and guidance under high-pressure scenarios, including participation in on-call rotation during nights and weekends. - Deliver Tier II/III support for application investigation, resolution, and escalation across the organization’s technology ecosystem. - Conduct periodic system security and performance reviews, ensuring the environment remains compliant, optimized, and resilient. - Create and maintain accurate and comprehensive technical documentation, including system configurations, troubleshooting procedures, and platform architecture. - Communicate technical information clearly and professionally through oral and written reports, ensuring transparency and alignment with internal and external stakeholders. - Manage and maintain certificates and licenses across the Aura Stack platform, ensuring continuity and compliance. - Remediate security vulnerabilities in accordance with FedRAMP-mandated timelines, working closely with security and compliance teams. - Demonstrate a willingness to learn and support a wide range of third-party software and hardware applications from multiple vendors. Qualifications - Extensive experience with Windows Server, Red Hat Linux, and VMware vSphere in a cloud or hybrid-cloud environment. - Proven experience troubleshooting and supporting Aura Stack or similar cloud infrastructure platforms. - Strong understanding of cloud integration, security best practices, and performance tuning. - Familiarity with FedRAMP compliance is strongly preferred. - Excellent communication and documentation skills. - Ability to work both independently and collaboratively in a fast-paced, mission-critical environment. - Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). Requirements - 5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent. Education - Bachelor degree or equivalent experience - Master degree or equivalent experience Preferred Certifications - Relevant certifications in cloud infrastructure or technical support are preferred. Benefits - Competitive salary and performance-based bonuses. - Comprehensive health benefits. - Flexible work arrangements. - Professional development opportunities.

• Independently diagnose complex system failures using advanced log analysis • Act as the 'technical interpreter' for stakeholders and Tier 1 support • Provide rigorous, high-fidelity bug reports to developers • Author troubleshooting workflows to empower lower-tier issue resolution • Use GenAI to summarize logs and draft complex SQL queries • Spot recurring patterns in system issues and flag larger platform friction points • Explain investigations to Tier 1 colleagues to enhance team knowledge

• Receber, triar e acompanhar chamados relacionados aos produtos digitais • Analisar, investigar e direcionar incidentes e situações reportadas pelos usuários • Abrir e organizar demandas para o time de desenvolvimento, garantindo clareza na descrição dos problemas • Analisar e direcionar oportunidades de melhoria para os times responsáveis pelas evoluções dos sistemas • Organizar e manter atualizada a base de conhecimento sobre sistemas e processos • Realizar status reports e alinhamentos com os times de negócio e tecnologia • Apoiar no treinamento de usuários sobre o funcionamento dos sistemas • Mapear dores recorrentes a partir de incidentes e chamados, contribuindo para melhorias e evoluções dos sistemas.

This role is located in Japan - We are a remote work environment for 2026 with future plans to open up an office in 2027. Candidates must possess a valid Japanese work visa at the time of application. We are unable to provide visa sponsorship for this position. Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement. A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2024. About You: - You are willing to work in a fast paced, challenging, quickly changing environment. - You are keen to learn the latest technologies and improve yourself. - You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls. - You are genuine, humble, curious and willing to work in a fun, diverse culture. What skills do I need? - Experience with ticketing systems (e.g. ZenDesk). - Experience in manufacturing or process engineering. - Familiarity with Atlassian environment (e.g. Jira, Confluence). - Collaborative attitude to partner with and manage multiple teams to resolve issues. - Exceptional communication skills, written and oral. - Business level of English to communicate with internal team and handle English knowledge database - Business level of Japanese to communicate with Japanese customers,internal team, and handle Japanese material What tech experience would be preferred? - Intermediate - API and HTTP (post/get, auth, etc.) - Shell scripting (MacOS, UNIX) - Basic - SQL (PostgreSQL) and Mongo databases, queries - Network/Cloud (AWS, Azure) Key Responsibilities: - Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries. - Educate customers on the product, usage, and features. - Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed. - Escalate and follow-up complex cases with key collaborators below. - Manage Support workload to provide visibility to issues and resolution status. - Continuously improve the internal support processes and tools. - Expand product documentation held in our customer-facing knowledge base. - Process business and technical information for customers and provide feedback for the developer teams. - Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues. Key Collaborators: - All other customer facing teams: Applications Engineering, Customer Solutions, Customer Success - Software Engineering (multiple sub-teams as applicable) - Hardware Engineering Working At Tulip We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include: - Direct impact on product and culture - Company equity - Hybrid Work Style - Learning & Development benefit Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation - Commutation Allowance We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.