Technical Support Manager

TL;DR

Technical Support Manager (Customer Support): Providing high-quality technical support for the hirify.global platform to customers in Japan using email, phone, chat, and desktop sharing with an accent on troubleshooting, SLA management, and customer success. Focus on diagnosing complex technical issues, collaborating with support tiers, and maintaining up-to-date product knowledge.

Location: Hybrid in Tokyo, Japan

Company

hirify.global is a leading SaaS company focused on customer success, product, and community engagement solutions, recognized globally for its human-first business approach and industry-leading platform.

What you will do

• Provide technical support to customers via phone, email, chat, and meetings.
• Diagnose and troubleshoot technical issues related to hirify.global systems and escalate as needed.
• Document customer interactions using the proprietary ticketing system.
• Manage customer expectations and act as liaison between clients and internal teams.
• Meet SLAs by collaborating with L1, L2, and L3 support organizations.
• Stay current with product updates and participate in strategic projects.

Requirements

• Location: Based in Japan (Tokyo) with hybrid work format
• 2-3 years of experience in technical support or solution architect roles.
• Technical degree or equivalent work experience.
• Excellent communication and problem-solving skills.
• Experience with ticketing systems (Zendesk preferred), relational databases, and SQL.
• Business-level English communication skills.

Nice to have

• Experience with Salesforce and SaaS platforms.

Culture & Benefits

• Human-first mission and core values guiding the company.
• Highly rated CEO with strong employee approval.
• Mentoring and career development opportunities.
• Teammate resource groups promoting diversity and inclusion.
• Monthly recharge days for wellness.