This role involves diagnosing and resolving highly technical software issues for critical Japanese customers while ensuring an excellent user experience
Job Summary
This role involves diagnosing and resolving highly technical software issues for critical Japanese customers while ensuring an excellent user experience.
The position requires fluency in both Japanese and English to serve as a key regional point of contact for escalated platform incidents.
Candidates will utilize monitoring tools like Splunk, Kibana, and Grafana to troubleshoot performance and connectivity issues within a hybrid work environment.
Matching Summary
This role involves diagnosing and resolving highly technical software issues for critical Japanese customers while ensuring an excellent user experience.
Skills & Requirements
Must-have
3+ years SaaS technical support experience
Bilingual Japanese and English fluency
Splunk Kibana Grafana troubleshooting skills
Configurable Security and Integration knowledge
SLA-driven case management capability
Nice-to-have
Experience with Workday or Salesforce platforms
Strong analytical and problem-solving skills
Ability to collaborate across global teams
Confident verbal and written communication
Track record of managing urgent priority issues
Key Requirements
Senior Technical Support Engineer title
3+ years proven SaaS support experience
Fluency in Japanese and English required
Experience with JIRA or similar ticketing systems
Availability for occasional weekend support rotation