Customer Success Engineer - Japan

Job description

Imagine having the power to stress-test an entire power grid against a hurricane or thunderstorm before the clouds even gather. That is the reality we are creating at Neara. We use advanced machine learning to create engineering-grade, physics enabled digital twins of electricity grids across four continents, this helps asset owners understand their biggest challenges and bring the most viable solutions to life across millions of kilometres of infrastructure. By simulating extreme weather and structural stress at a network-wide scale, we empower the world’s largest utilities to pinpoint risks, optimise investments and build a more resilient global energy future. Our team is a collection of brilliant minds who are fanatical about making a tangible difference in the real world, utilising AI and machine learning to accelerate everything from data classification to complex scenario analysis. We have built a special culture where innovation thrives because everyone owns the mission and we need smart, creative people to help us scale this impact to every corner of the globe. Supported by strong customer growth, we are expanding our team in Japan to serve additional networks and communities. This role will form a core part of the rapidly growing team in Japan and help continue our successful expansion in APAC. At the core of the role, you will take a network’s data and use it to create engineering-grade digital models. You will then work with the customer and other Customer Success team members to deploy use cases that solve the network’s challenges. Once deployed, you will keep working with both the customer and Neara’s internal teams to refine those solutions, so that the results are accurate and the network is using them to solve its financial, risk and community challenges. You will join engineers, data scientists and infrastructure specialists who share a commitment to contributing to society by making essential infrastructure safer and more resilient, and who value careful, high-quality work and long-term thinking. This is a critical position reporting to the VP of Customer Success, APAC, based in Sydney. You will work closely with our APAC delivery, product, sales and engineering teams, who share convenient working hours with Japan, and collaborate with colleagues in Europe and the US. As you build deep expertise in the Neara platform, you will play a central role in projects that deliver actionable insights for our clients, working in Japanese with customers and in English with the wider Neara team. As our Japan business expands, the role offers genuine scope for long-term career growth. **What you’ll do** - Design efficient, automation-first delivery workflows capable of handling large datasets. - Unite and reconcile GIS, LiDAR and non-spatial data sources to improve the accuracy and reliability of client reporting. - Build reports and dashboards that enable effective data analysis and tracking, tailoring the Neara Platform to each client’s requirements. - Configure client projects and integrate the Neara platform with the systems of Japanese utility clients. - Detect inaccuracies in the digital models and implement efficient solutions to remediate. - Partner with our engineering and product teams to identify and prioritise improvements, including localisation for Japanese standards and workflows. - Analyse client requests and issues on delivery and pre-sales projects, and identify new opportunities to add value to each implementation. - Assist with the preparation of documentation to assist commercial team members, including technical explainer documents that can be shared with Japanese utility research groups. - As the Japan team grows, mentor and train new team members, fostering a culture of continuous learning and skill development. **What you’ll bring** **Qualifications** - A university degree, ideally in Electrical or Civil Engineering, Geography/GIS, Computer Science, Physics, Mathematics or a related field. - Business-level or native Japanese, including technical writing and customer-facing communication. - Professional working proficiency in English for communication with global teams. **Technical Proficiency** - Experience in GIS/CAD geoprocessing and/or LiDAR. - Experience with FME, and with databases including logical, lookup and reference functions (highly regarded). - Familiarity with GIS and asset management platforms used by Japanese utilities, such as ESRI (highly regarded). - Proven coding experience in at least one programming language, with a track record of implementing scalable solutions in a professional setting. - Experience working with cloud-based software. **Experience** - Three years of experience in GIS, engineering, implementation or technical delivery roles. - Experience supporting transmission or distribution infrastructure projects for Japanese utilities or their engineering partners (highly preferred). - Experience in system implementations, integrations and technical project delivery (highly regarded). - Familiarity with Japanese design or engineering standards and/or line design tools such as PLS-CADD. **Capabilities** - A strong interest in spatial reasoning and working with 2D and 3D data, which underpins our advanced spatial functionality - A careful, quality-focused approach and a commitment to seeing complex technical work through to completion. - Collaborative communication across cultures and time zones, with colleagues in Australia, Europe and the US. **IT Security** - Adhere to Neara’s information security policies and handle client and infrastructure data responsibly. **Key working relationships** - **VP, Customer Success - APAC (Sydney).** Direct manager; partner on project quality, prioritisation and timely delivery. - **VP Commercial – Global (Sydney).** Indirect manager – lead for business development and expansion in Japan; partner on value realization and achievement of customer outcomes. - **APAC Customer Success team.** Day-to-day collaboration on client implementation projects. - **Japan Key Account Managers and Account Executives.** Support pre-sales activity and a smooth handover into contracted customer success projects. - **Product and Engineering (Australia and US).** Feedback for platform improvements and Japan-specific localisation needs. - **Japanese utility clients and engineering partners.** Implementation partners – work closely with utility employees to unify data and use this to build and deploy digital models. **Why work here** - Long-term career development as an early member of Neara’s Japan team, with room to grow as the business expands. - Meaningful work that contributes directly to society by making Japan’s power infrastructure safer and more resilient. - The stability and backing of a well-funded international company, with access to global expertise and training, including regular travel to customers and other Neara offices in Sydney, London and the US. - Supportive, collaborative colleagues who value your ideas and expertise. - Remote working in Japan (with travel expectations to customers and team based in Tokyo). Neara values diversity, belonging and equal employment opportunity, and we encourage people from all backgrounds to apply. You will need current and unrestricted rights to work in Japan.