Technical Support Engineer

WHAT YOU'LL DO

• Act as a primary technical point of contact for merchants across Japan and across the globe, providing support via email, phone, and other communication channels.
• Troubleshoot complex API, integration, and payment processing issues, partnering with Engineering and Product teams to drive resolution.
• Advise merchants on implementation best practices and help optimise their payment setup on the Adyen platform.
• Build trusted relationships with merchants by delivering technical expertise and a best-in-class support experience.
• Partner closely with Account Managers, Implementation Engineers, Product, Engineering, Commercial, and Operations teams across multiple regions to improve the overall merchant experience.
• Gather merchant feedback and identify recurring themes to help influence product improvements and platform enhancements.
• Collaborate with Technical Support teams across APAC and globally, sharing knowledge, driving operational improvements, and contributing to cross-regional initiatives and projects.
• Contribute to the continuous improvement of global support processes, documentation, and best practices to help scale the Technical Support organization.
• Maintain a high standard of customer satisfaction through technical expertise, clear communication, and end-to-end ownership of merchant issues.

WHO YOU ARE

• You have experience in Technical Support, Technical Solutions, Solutions Engineering, or a similar customer-facing technical role.
• You enjoy solving complex technical problems and working directly with customers.
• You have experience supporting APIs, web technologies, and software integrations.
• You're comfortable analyzing logs, debugging technical issues, and identifying root causes.
• You have scripting or programming experience (e.g. SQL, JavaScript, Python, or Java).
• You thrive in a fast-paced environment and can prioritize multiple issues effectively.
• You enjoy collaborating with globally distributed, cross-functional teams across Product, Engineering, Commercial, and Operations.
• You're customer-centric and take ownership from problem identification through to resolution.
• You're fluent in Japanese and English, with the ability to support local merchants while collaborating seamlessly with colleagues and stakeholders across different regions.
• Experience within payments, fintech, e-commerce, or SaaS is highly desirable.
• You enjoy working in an international environment and are excited by the opportunity to contribute to both local merchant success and the ongoing evolution of Adyen's global Technical Support organization.
• You're available to work public holidays on a rotational basis to ensure support coverage, with potential weekend coverage as business needs evolve.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Tokyo office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.