Product Support Specialist (Manufacturing)

Location: Tokyo, Japan. The role may require in-person onboarding and/or in-person identity verification.

Company

hirify.global develops software that helps innovators design and create products, buildings, factories, vehicles, and other solutions.

What you will do

• Lead troubleshooting and resolution of complex, high-impact technical issues involving manufacturing products.
• Own escalated cases, coordinate with relevant teams, prioritize critical issues, and deliver resolutions within SLAs.
• Serve as a subject matter expert for strategic customer issues and communicate complex technical topics to customers and internal stakeholders.
• Analyze support trends, customer feedback, and experience indicators to drive service improvements.
• Create, review, and publish technical knowledge content that supports customer self-service and prevents recurring issues.
• Mentor and coach junior team members, provide technical guidance, and deliver training.

Requirements

• Strong technical and troubleshooting expertise in manufacturing solutions, particularly Inventor and/or Vault.
• Experience resolving complex technical issues and managing escalations.
• Strong customer communication, presentation, stakeholder management, analytical, and collaboration skills.
• Experience with SFDC and technical support tools, plus knowledge of KCS or knowledge management.
• Experience mentoring, coaching, or training team members, with the ability to work independently in ambiguous situations.
• Business-level proficiency in both English and Japanese, including written and verbal communication.

Culture & Benefits

• Collaborative work with Product Development, Customer Success, Account Teams, and other internal stakeholders.
• Opportunities to contribute to product improvements, knowledge sharing, and customer experience initiatives.
• Compensation may include base salary, annual cash bonuses, commissions for sales roles, stock grants, and benefits; offers depend on experience and geographic location.
• Culture focused on belonging and enabling meaningful work that helps build a better world.