Product Support Specialist

TL;DR

Product Support Specialist (Customer Support): Provide technical and product support for AI systems, handling user inquiries and issues in both Japanese and English with an accent on API understanding and SaaS product knowledge. Focus on managing high-urgency cases, collaborating with engineers, and improving support processes to enhance user satisfaction.

Location: Tokyo, Japan with hybrid work policy requiring at least 25% office presence

Company

hirify.global is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems with a collaborative research-driven approach.

What you will do

• Become an expert in all hirify.global products and provide support in English and Japanese
• Respond to user support cases ranging from billing questions to complex API debugging
• Manage on-call tasks for critical user issues during APAC hours
• Collaborate with engineers and internal teams to diagnose and resolve issues
• Drive improvements in support processes and build resources to enhance team knowledge

Requirements

• Location: Must be based in Tokyo, Japan
• Native-level Japanese and business-level English proficiency
• Experience in technical product support, especially with APIs and SaaS products
• Ability to work in fast-paced, reactive environments meeting support metrics
• Strong user empathy and excellent written communication skills
• Bachelor's degree or equivalent experience

Culture & Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours with hybrid office presence
• Visa sponsorship available with immigration support