Enterprise Support Specialist (SaaS)

TL;DR

Enterprise Support Specialist (SaaS): Delivering high-quality technical support for strategic enterprise customers with an accent on complex workspace configurations and technical troubleshooting. Focus on diagnosing sophisticated inquiries, managing high-risk escalations, and collaborating with Product and Engineering teams to drive feature enhancements.

Location: Must be based in Tokyo, Japan

Company

hirify.global is a collaborative design platform that empowers teams to brainstorm, prototype, and iterate using AI to make design accessible to all.

What you will do

• Diagnose and resolve sophisticated technical inquiries for enterprise customers via email, taking full ownership of cases.
• Partner with Sales teams to guide large organizations through complex workspace configurations and account setup.
• Act as the voice of the customer by identifying product and process gaps and advocating for new feature development.
• Serve as the designated point of contact for high-risk escalations, owning communication through to resolution.
• Analyze trends to provide data-backed insights for bug fixes and process improvements to Product and Engineering teams.
• Collaborate with Support Operations to recommend tooling and processes to ensure the support function can scale.

Requirements

• 3+ years of experience in a technical SaaS support environment, ideally supporting enterprise customers.
• Proven experience troubleshooting SAML, SSO, and SCIM configurations for large-scale organizations.
• Experience with system administration for large end-user communities or guiding complex implementations.
• Ability to evaluate the business impact of technical issues to drive cross-functional alignment and prioritization.
• Must be based in Tokyo, Japan and available to attend in-person onboarding.

Nice to have

• Skill in using design tools such as Adobe XD, Sketch, or Framer.
• Passion for UX/UI development.
• Familiarity with AI concepts, including prompt refinement, generative AI, and machine learning basics.

Culture & Benefits

• Commitment to a "Grow as you go" philosophy, encouraging curiosity and continuous learning.
• Inclusive and diverse workplace dedicated to equal employment opportunities.
• Supportive environment with reasonable accommodations for individuals with disabilities.