Product Support Specialist (AI)

TL;DR

Product Support Specialist (AI): Responding to, investigating, and tracking user needs for hirify.global's AI products, serving as a champion of their support brand and growing global presence. Focus on resolving complex API debugging issues, providing high-touch support to strategic customers, and driving improvements for scalable customer satisfaction.

Location: Tokyo, Japan. Hybrid work policy requires staff to be in the office at least 25% of the time. Specialists in Tokyo will work 10am - 6pm, Monday to Friday.

Company

hirify.global is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems.

What you will do

• Become an expert in all hirify.global products.
• Respond to user support cases in English and Japanese, ranging from simple billing to complex API debugging.
• Manage on-call tasks for high-urgency user issues during APAC hours to ensure 24/7 support.
• Partner with engineers and internal stakeholders to diagnose and resolve user issues.
• Suggest and drive improvements to increase user satisfaction through support processes and efficiency initiatives.
• Uplevel the team’s technical knowledge by scoping gaps, understanding nuances, and building resources.

Requirements

• Experience providing technical product support in a second-tier, escalated, or priority support team.
• Familiarity with APIs and technical SaaS products.
• Demonstrated ability to thrive in fast-paced, reactive situations while meeting core support metrics.
• Strong user empathy and expertise in the support case lifecycle.
• Native-level Japanese and business-level English proficiency required.
• At least a Bachelor's degree in a related field or equivalent experience.

Culture & Benefits

• Work as a single cohesive team on large-scale AI research efforts focused on steerable, trustworthy AI.
• Competitive compensation and benefits, optional equity donation matching.
• Generous vacation and parental leave, flexible working hours.
• Lovely office space in which to collaborate with colleagues.
• Visa sponsorship available.