Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

Job Description: Technical Support Engineer (APAC)

Software Products can have defects. We help customers identify them and eliminate their impact so they can focus on their primary job! Our products involve highly sophisticated, cutting-edge software algorithms to detect critical defects and security vulnerabilities in source code. Therefore, our technical support issues can be highly complex --- solving them requires intelligence, intuition, insight, and true technical expertise.

About Black Duck Software, Inc.

Key Responsibilities:

Customer Advocacy: Serve as the Single Point of Contact (SPOC) for strategic customers. Act as a trusted advisor, understanding their environment and business goals.
Troubleshooting: Diagnose and resolve complex technical issues (C/C++, C#, Java) via phone, email, and online meetings.
Collaboration: Work closely with R&D and peers to provide effective solutions and reproduce customer issues.
Knowledge Sharing: Create and share technical knowledge internally and with customers.
Incident Management: Manage case queues effectively, prioritizing heavy workloads in a fast-paced environment.

Must-Have Qualifications

Education & Experience:

Bachelor’s degree (or equivalent) in Computer Science or related field.
3–5 years of experience in technical support or software development.

Technical Skills:

Proficiency in C/C++ and/or Java programming.
Hands-on experience with Linux/Unix environments (e.g., shell scripting).
Database experience (e.g., PostgreSQL/SQL).

Soft Skills:

Exceptional written and verbal communication skills in English.
Customer-centric mindset with a focus on delivering outstanding support.
Ability to troubleshoot complex technical issues independently.

Nice-to-Have Qualifications

Language: Proficiency in Japanese (Highly desirable for local support).
Technologies:
Experience with Kubernetes or Containerization.
Database experience (SQL/NoSQL).
Tools: Experience using Salesforce.com for case management.
Domain Knowledge: Background in Application Security (AppSec), SAST, SCA, or DAST tools.

Work Environment: Fast-paced, collaborative, and results-driven. Occasional off-hour shifts may be required to support global customers.

Pay Range

¥38,740,620—¥67,643,235 JPY

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.