Customer Support Engineer, Matterport - Tokyo

Overview

Customer Support Engineer, Matterport - Tokyo

CoStar Group – CUSTOMER SUPPORT ENGINEER, MATTERPORT - TOKYO

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. We are listed in the S&P 500 Index and the NASDAQ 100. This role is part of Matterport, which is leading the digital transformation of the built world. Our platform turns buildings into data to improve planning, construction, operations, documentation, appraisal, and marketing.

Role Description

Matterport is looking for an enthusiastic Customer Support Engineer to provide excellent, high-touch support for SMB and Enterprise customers. The Senior Support Engineer will work with QA, Product, Engineering, and Finance teams to identify and resolve issues in Matterport products.

Responsibilities

• Research, resolve, and record all levels of questions from Japanese and international customers via phone, email, and chat; follow case management and escalation procedures to resolve issues promptly.
• Contribute best practices and guidelines to improve production quality and capacity of Matterport software and services.
• Develop unique solutions to tough problems while maintaining company goals and branding.
• Maintain high customer satisfaction through case surveys with all customers, including Enterprise level.
• Act as a product expert and coach the team on complex case handling.
• Liaise with cross-functional teams and communicate product and policy updates.
• Onboard new members and train existing team members on new features.
• Represent customer issues to the product team; determine severity, frequency, and possible workarounds for complex issues.
• Collaborate with QA/Software/Hardware as needed to assess steps to issue resolution.
• Contribute to the creation of department procedures and processes.
• Localize technical support documents and customer service instructional contents from English to Japanese; review localization of product manuals, websites, and UI.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Native-level Japanese with excellent English written, verbal, and presentation skills.
• 7+ years of direct customer-facing experience in a technical contact center environment.
• Experience troubleshooting customer issues via phone, email, and chat in Japanese and English.
• Broad technical knowledge; quick learner with ownership and empathetic communication.
• Ability to manage multiple priorities, work with minimal supervision, and perform under pressure.
• Proven track record of customer-facing support and escalation management of critical applications.
• Strong collaboration and communication skills within teams and across cross-functional groups.
• Experience with support-ticketing systems (e.g., Salesforce) and bug-tracking systems (e.g., JIRA).
• Residence in Tokyo or adjacent areas with access to the Tokyo (Toranomon) office.

Preferred Skills

• Experience in the 3D space industry; CAD/BIM knowledge.
• Knowledge of basic Linux command line interfaces.
• Experience with multinational startups or loosely-structured environments.
• Enterprise-level customer support experience.

What’s In It For You

CoStar Group offers a culture of collaboration and innovation with a strong Tokyo-based working environment. Benefits include health and pension insurance, employment insurance, 18+ days of annual leave (with increases for tenure), maternity/paternity/parental leave, and more.

Employment Details

Location: Minato, Tokyo (Toranomon office access required).

Equal Employment Opportunity: CoStar Group is an equal opportunity employer and maintains a drug-free workplace. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations available for applicants with disabilities. For accommodations, call or email