Developer Support Engineer, Stargate

About Woven by Toyota Woven by Toyota is enabling Toyota’s once-in-a-century transformation into a mobility company. Inspired by a legacy of innovating for the benefit of others, our mission is to challenge the current state of mobility through human-centric innovation — expanding what “mobility” means and how it serves society. Our work centers on four pillars: AD/ADAS, our autonomous driving and advanced driver assist technologies; Arene, our software development platform for software-defined vehicles; Woven City, a test course for mobility; and Cloud & AI, the digital infrastructure powering our collaborative foundation. Business-critical functions empower these teams to execute, and together, we’re working toward one bold goal: a world with zero accidents and enhanced well-being for all. ========================================================================= TEAM Cloud & AI’s Customer Support team plays a critical role in supporting our external customers, primarily software developers, who rely on Stargate, Toyota’s pioneering software development platform, to build and ship high-quality automotive software.  The team consists of support specialists and engineers distributed across multiple time zones. This role will help developers troubleshoot and deploy cloud-native applications, and help oversee the day-to-day support delivery for Stargate, reporting directly to the Head of Customer Support. We are a hybrid team, and commuting to the office at least three days a week is required. WHO ARE WE LOOKING FOR? We’re looking for a hands-on, technically fluent developer support engineer who’s passionate about helping software developers succeed. You thrive in fast-moving environments and bring creativity and a passion for optimizing and automating processes wherever possible. You strike the right balance between cloud-native technical expertise and driving business critical cross-functional coordination across engineering teams to unblock customers. You’ll be responsible for the day-to-day success of the Stargate Support team, directly handling technical support cases, and strategically de-escalating complex situations. You will also be responsible for creating and optimizing internal workflows, tooling, automations and documentation, enabling a team of contractors across global time zones to deliver the best support experience possible for our customers, while keeping escalations to a minimum. RESPONSIBILITIES

Act as the primary escalation point for critical customer issues, leading resolution efforts and working cross-functionally to de-escalate and close support cases and incidents effectively.

Provide hands-on technical guidance and troubleshooting for customers  (mostly software developers) deploying applications using our platform tools: Github CI/CDs, Kubernetes, Istio, identity services, Artifact repository managers, and various APIs provided by Stargate.

Daily monitor the support backlog, proactively removing blockers and identifying support trends in need of attention, creating internal tooling, automations and CI/CD pipelines to abstract technical complexity away from the frontline support team to enable a faster and consistent support experience. 

Collaborate with engineering, product, and technical writing teams to address support gaps, improve knowledge bases and product documentation, and ensure support readiness for new feature releases.

MINIMUM QUALIFICATIONS

3+ years of hands-on technical customer support experience in cloud-native environments.

Proven experience working and enabling technical support teams in multicultural environments, including handling high-pressure escalations, and overseeing support backlogs.

Strong focus on operationalizing new feature releases to ensure support teams have the tools and documentation needed to provide a consistent support experience.

Hands-on experience with Git and GitHub, CI/CD pipelines using GitHub Actions, Kubernetes, Istio and implementing Infrastructure as Code (IaC) with at least one major cloud provider. 

Ability to automate processes with Python, creating and deploying lightweight tooling for support purposes and to extract, manipulate, and visualize data from third-party RESTful APIs. 

Proficiency with common engineering tools such as Slack, Jira, Confluence, ServiceNow, GitHub, and Artifactory, with familiarity in multi-cloud architectures (AWS, GCP, Azure).

Business-level English and Japanese language skills.

NICE TO HAVES

Coding experience with Python and/or Golang, and the ability to leverage GenAI tools such as Github Copilot to quickly adapt and learn new technologies and/or programming languages.

Strong hands-on experience with Kubernetes (EKS and/or GKS).

Prior experience supporting software development teams in the automotive industry.

Strong customer empathy combined with a pragmatic ability to push back on out-of-scope requests.

Strategic thinker, able to identify and promptly escalate critical issues and make quick, tactical decisions during incidents.