Senior Technical Support Specialist - 100% Remote, Japanese N2

Position Overview

I'm in search of an experienced Technical Support Specialist to bolster our client's Customer Success team. Your main focus will be on troubleshooting technical issues, providing timely solutions, and turning customer concerns into satisfaction through exceptional support.

As a Senior Technical Support Specialist, you'll act as a liaison between the Customer Success unit and engineering teams. Your responsibilities include collaborating closely with engineering, from identifying issues to escalating them when needed. You'll also advocate for customers within the engineering and product spheres to ensure their feedback shapes our priorities.

In this senior position, you'll work on streamlining support processes to improve scalability and enhance the overall customer experience. You'll play a crucial role in shaping the success of our support organization.

I'm looking for individuals who thrive in dynamic environments and are committed to continually improving the customer experience. Successful candidates will be self-motivated problem-solvers with a knack for troubleshooting.

Responsibilities:

• Identify and resolve customer issues within defined SLAs and SLOs
• Escalate issues to engineering teams as required
• Develop expertise in our platform and products to support both colleagues and customers
• Contribute to internal and external knowledge bases
• Manage incident response procedures
• Advocate for customer feedback within product and engineering teams
• Implement improvements to support processes
• Monitor and maintain support metrics
• Provide guidance and training to team members

Requirements:

• Excellent problem-solving skills with keen attention to detail
• Proficiency in SQL
• Familiarity with log monitoring and analysis tools such as Dynatrace, Splunk, Datadog
• Strong communication skills across diverse audiences
• Fluent in English, both written and verbal and business level of Japanese (N2 or equivalent) is a must
• Exceptional customer service skills
• Effective multitasking and prioritization abilities
• Demonstrated experience in software support and incident management
• Self-motivated with the ability to work independently

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