Technical Support

Business Overview

Incident Lake, Inc. develops and provides "Incident Lake," a generative AI platform designed to maximize companies' incident response capabilities.

In today’s complex system environments, the focus has shifted from “preventing incidents” to “how quickly to recover from them.” We aim to leverage large language models (LLMs) to support decision-making in chaotic situations and optimize on-site operations. Our solution is already being adopted by enterprises, and we are seeking key members to help ensure the reliability of our product and enhance the customer experience.

Scope of Services

Our mission goes beyond simply "responding to customer inquiries"; we aim to provide technical support for our customers' incident response processes and maximize the value of our product.

• Technical Support: Responding to technical inquiries from companies with "Incident Lake" contracts (via email, Teams, web conferences, etc.).

• Troubleshooting and Investigation: Log analysis and support for identifying the root causes of complex issues involving behavior specific to the customer’s environment, API integrations, and cloud infrastructure.

• Systematizing Knowledge: Creating FAQs, technical documentation, and troubleshooting guides based on customer inquiries.

• Feedback for Product Improvement: Organize and analyze customer feedback to propose feature improvements and new features to the Product Manager and engineering team.

• Emergency Response: Technical communications during major outages, including providing status updates to customers and assisting with recovery efforts.

Requirements/Experience

• Experience providing technical support to corporate clients (5+ years): Ability to translate and explain complex technical specifications in a way that is tailored to the client’s level of IT literacy.

• Basic knowledge of cloud infrastructure: Experience troubleshooting applications running on platforms such as AWS, Azure, and GCP.

• Practical experience in incident response: Experience handling service outages or working in SOCs/CSIRTs, and familiarity with communicating under high-pressure situations.

• Data utilization skills: Experience extracting logs using SQL and analyzing trends using BI tools.

• Language Skills: Japanese N1 level or native proficiency (ability to write logically and negotiate effectively).

Desired Experience/Skills

• Software Development and Scripting Experience: The ability to use Python, JavaScript, Shell, and other languages to automate operational tasks and build simple investigative tools.

• Enterprise IT knowledge: Understanding of IDP integration (e.g., Okta, Azure AD) and the network and security requirements of large enterprises.

• An SRE Approach: Experience in incorporating measures to prevent recurrence into our processes through post-mortem analysis.

• Interest in LLMs: A mindset focused on understanding the characteristics of generative AI and incorporating cutting-edge technologies, such as prompt engineering, into business improvement efforts.

We’re looking for people like this

• A Commitment to "Value Maximization": We are looking for someone who finds joy not in simply operating tools, but in helping customers "recover from incidents."

• Can view technology purely as a "tool": Someone who loves cutting-edge technology but can also propose the best solution (even if it’s a bit old-school) to solve the immediate challenges of our customers.

• Enjoys working in a dynamic environment: Someone with the autonomy to build support systems and workflows from scratch for new, non-standardized products.

• Strong sense of ownership: The sense of responsibility to treat customer issues as "our own challenges" and see them through to a successful resolution.

Application Guidelines

Employment Status

Full-time employee *Probationary period: 3 months after joining the company

Annual income

Starting at 6 million yen

*Performance-based stock option plan available
*Includes a fixed overtime allowance (40 hours); additional overtime will be paid separately
*Salary will be determined based on experience and qualifications

Working Hours

Flexible work hours (core hours: 12:00 PM–4:00 PM; flexible hours: 7:00 AM–10:00 PM)

Various Allowances

• Full reimbursement of transportation expenses (up to 50,000 yen per month)

Holidays and Leave

• Days Off / Two-day weekend (Saturday and Sunday), national holidays, and the year-end and New Year holidays

• Leave (Annual Paid Leave, Special Leave)
  *Annual paid leave is granted upon joining the company

Employee Benefits

• Full social insurance coverage (health insurance, employee pension insurance, unemployment insurance, workers' compensation insurance)

Work Location

• Tokyo Office (Coming Soon)

• Headquarters (5-minute walk from TX Tsukuba Station)

• A location designated by the company

Recruitment Process

1. Application Screening

2. First Round of Screening

   ・Typically, there are 1–3 interviews.

   　・Based on the details discussed during our interview, we may suggest a position different from the one you applied for.

   　・This can also be conducted online

3. Reference Check

   ・We conduct these sessions not only for interviews but also to gain a more comprehensive understanding of candidates

   ・We ask all candidates who advance to the final interview to do this.

4. Submission of Your Withholding Tax Statement

   ・We ask all candidates who advance to the final interview to do this.

5. Final Round

   ・Interviews will generally be conducted in person

About Applying

Please apply via this website