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19 часов назад

Technical Support, Senior Advocate

Формат работы
onsite
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
Japan
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Technical Support, Senior Advocate (SaaS): Resolving complex technical support escalations and customer issues for an experience management platform with an accent on incident response, root-cause investigation, and cross-functional collaboration. Focus on leading high-priority investigations, defining workarounds, improving support processes, and mentoring less experienced advocates.

Location: Tokyo, Japan

Company

hirify.global develops hirify.global Experience Cloud, a SaaS platform for managing experiences across candidates, customers, employees, patients, citizens, and residents.

What you will do

  • Deliver technical support and resolve complex escalations from administrators and advocate teams.
  • File and manage Engineering Escalation tickets, clearly documenting customer impact and priority.
  • Partner with on-call engineers to investigate incidents, identify root causes, and define workarounds where possible.
  • Create, update, and archive Knowledge Articles to support knowledge sharing and self-service troubleshooting.
  • Collaborate with Professional Services, Product, Engineering, and customer teams to provide product insights and identify improvements.
  • Participate in incident response and on-call rotations, release readiness activities, mentoring, and support process improvement initiatives.

Requirements

  • 3+ years of experience in a technical, support, or customer service-focused environment.
  • 3+ years of experience evaluating and troubleshooting technical issues and explaining resolutions simply.
  • Good understanding of Excel, JavaScript, XML, HTML, and CSS.

Nice to have

  • Experience with SaaS technologies and platforms.
  • Experience facilitating communication about complex customer escalations from identification through resolution for clients in various industries.
  • Ability to provide clear, actionable feedback and coach new team members on support processes.
  • Demonstrated problem-solving, technical troubleshooting, and resolution explanation skills.
  • Ability to collaborate as a team player, lead, and make decisions in difficult and changing situations.
  • Excellent verbal and written communication skills in English.
  • Experience with the hirify.global platform and Salesforce Service Cloud.

Culture & Benefits

  • Work in a culture focused on valuing every person and every experience.
  • Collaborate with a global workforce and cross-functional internal and external partners.

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