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Job Summary

Senior Customer Success Engineer

Location: Tokyo, Japan

Role Overview

As a Senior Customer Success Engineer focused on technical support, you will provide enterprise-level post-deployment support to Rubrik customers across Japan. You will troubleshoot complex data protection and cyber-resilience issues, drive rapid resolution of support cases, and ensure our customers can rely on Rubrik Security Cloud to protect and recover their critical data and workloads.

This role is part of Rubrik's Global Customer Support and Success Organization and is Japan-remote.

About Rubrik

Rubrik is on a mission to secure the world’s data. With Zero Trust Data Security™, Rubrik helps organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Rubrik Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. Rubrik helps organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked. Rubrik.com

About the Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to providing a world-class post‑purchase experience. The team delivers post‑deployment technical support to customers and partners across a wide range of technologies and cloud deployments and ensures timely activation and adoption of Rubrik’s SaaS products and technologies.

The Customer Support Team is composed of seasoned experts in data management and security who possess an in‑depth knowledge of Rubrik’s solutions, data protection, and recovery strategies. They are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at the forefront.

What You Will Do

  • Provide expert‑level technical support to enterprise customers across Japan via phone, web, email, and other support channels.
  • Provide local-language support in Japanese, ensuring customers can interact in their preferred language across phone, email, and written channels.
  • Handle all levels of technical support cases — from basic configuration questions to complex issues involving snapshots, replication, data recovery, networking, and cloud deployments.
  • Listen to customer concerns, use structured troubleshooting and problem analysis techniques to isolate root causes, and recommend/implement appropriate solutions.
  • Independently diagnose and resolve problems across Rubrik Security Cloud and supported environments (VMware, Linux, Kubernetes, AWS, Azure, databases, and SaaS workloads), partnering with Support Engineering and Product Engineering on escalations when needed.
  • Perform cluster health checks, monitor the health and performance of customer environments, and proactively identify risks or improvement opportunities.
  • Follow standard procedures for proper escalation of unresolved issues to internal teams and drive escalations to timely resolution.
  • Communicate clearly and regularly with customers on case progress, next steps, and action plans; ensure proper recording and closure of all issues.
  • Create and contribute technical content to Rubrik’s knowledge base, deployment guides, FAQs, and internal runbooks.
  • Provide feedback from customers and the field to Support Engineering, Product, and Engineering teams to drive product enhancements and improvements.
  • Mentor junior engineers and contribute to repeatable troubleshooting playbooks that improve efficiency and customer experience.
  • Work in shifts, including occasional weekends, as required to support customers.

What You Will Bring

  • 9+ years in enterprise technical support, DevOps, or similar customer‑facing technical roles, troubleshooting complex infrastructure, data protection, and cloud issues, including advanced issues such as snapshots, replication, and data recovery.
  • Strong hands‑on expertise with:
    • Virtualization (VMware vCenter & ESXi)
    • Linux administration
    • Networking fundamentals
    • Cloud platforms such as AWS, Azure, and/or Google Cloud Platform
    • Backup and recovery concepts and enterprise storage
    • Databases, preferably MSSQL
    • Office 365 /SharePoint
  • Experience troubleshooting and supporting workloads such as databases, virtual and physical servers, and SaaS applications.
  • Hands‑on experience with cloud deployments and managing applications running on cloud platforms.
  • Strong problem‑solving, troubleshooting, and analytical skills, with the ability to lead complex technical escalations through to resolution.
  • Native or near‑native Japanese (business‑level) and business‑level English, with the ability to provide end‑to‑end technical support in Japanese (phone, email, and written documentation) while collaborating with global internal teams.
  • Excellent written and verbal communication skills and strong interpersonal skills.
  • Self‑driven, proactive, hardworking team player with a commitment to customer success.
  • Willingness to learn and adapt to the entire technology stack.
  • Comfort with filing bugs, documenting problem scenarios, and working closely with Engineering to reproduce and resolve issues.
  • Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Bonus Points

  • Experience with Rubrik or other data‑protection platforms such as Cohesity, Veeam, Veritas, NetApp, or similar.
  • Knowledge of scripting or automation (e.g., Python, Perl) and experience building operational tooling.
  • Experience with Kubernetes, microservices architectures, and SaaS system operations.
  • Experience with ransomware recovery, security frameworks, or broader cyber‑resilience practices.

Join Us in Securing and Accelerating the World's AI Transformation

Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes. 

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

  • Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.

  • Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.

  • Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

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NONDISCLOSURE AGREEMENT

In consideration of any disclosure of certain nonpublic or confidential information, you hereby enter into this Nondisclosure Agreement (the “Agreement”) and agree as follows:

  1. Confidential Information. In connection with a potential business relationship or other business purposes, Rubrik, Inc. (the “Company”) has granted you (the individual or entity named below) access, or may grant you access, to business, technical or other nonpublic information, materials and/or ideas (“Confidential Information,” which term shall include, without limitation, anything you learn or discover as a result of exposure to or analysis of any Confidential Information).
  2. Obligations. You will hold in confidence and will not possess or use (except as required to evaluate the proposed business relationship) or disclose any Confidential Information except information you can document which (i) is in the public domain through no fault of yours, (ii) was properly known to you, without restriction, prior to disclosure by Company or (iii) was properly disclosed to you by another person without restriction. You will not reverse engineer or attempt to derive the composition or underlying information, structure or ideas of any Confidential Information.  You will not export, re-export, resell, ship or divert or cause to be exported, re-exported, resold, shipped or diverted, directly or indirectly, any Confidential Information or product thereof.  You will promptly notify Company of any unauthorized release, disclosure or use of Confidential   You will strictly abide by any and all instructions and restrictions provided by Company from time to time with respect to Confidential Information or Company systems. You will ensure the security of any facilities, machines, accounts, passwords and methods you use to store any Confidential Information or to access Company systems and ensure that no other person has or obtains access thereto.
  3. Return of Information.  If you decide not to proceed with the potential business relationship or if asked by Company, you will promptly return all Confidential Information and all copies, extracts and other objects or items in which Confidential Information may be contained or embodied. 
  4. No License.  This Agreement does not grant a license to you in or to any of the Confidential Information.
  5. Feedback.  You may, at your option and in your sole discretion, provide suggestions or feedback related to the Company’s products or services.  In no event will such suggestions or feedback be considered confidential or proprietary to you.  The Company will be free to use such suggestions as it chooses, without compensation to you.
  6. Disclaimer. Confidential Information is provided to you “as is” and the Company makes no warranties with respect to the Confidential Information or any materials provided by the Company.  In no event will the Company be liable for the accuracy or completeness of the Confidential Information.  You understand that nothing herein (i) requires the disclosure of any Confidential Information of the Company or (ii) requires the Company to proceed with any transaction or relationship.  You understand that this Agreement does not obligate the Company to disclose any information or negotiate or enter into any agreement or relationship.
  7. Miscellaneous.  The terms of this Agreement will remain in effect with respect to any particular Confidential Information until you can document that such Confidential Information falls into one of the exceptions stated in Section 2 above.  You acknowledge and agree that due to the unique nature of the Confidential Information, any breach of this Agreement would cause irreparable harm to Company for which damages are not an adequate remedy, and that Company shall therefore be entitled to equitable relief in addition to all other remedies available at law.  This Agreement is personal to you, nonassignable by you, governed by the internal laws of the State of California and may be modified or waived only in writing signed by both parties.  If any provision of this Agreement is found to be unenforceable, such provision will be limited or deleted to the minimum extent necessary so that the remaining terms remain in full force and effect.  The prevailing party in any dispute or legal action regarding the subject matter of this Agreement shall be entitled to recover attorneys’ fees and costs.
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