Senior Support Specialist (English/Japanese)

TL;DR

Senior Support Specialist (English/Japanese): Analysis, processing, troubleshooting, and resolution of customer technical inquiries for Tosca, QTest/Vera, and Neoload with an accent on bilingual customer support and software testing/diagnostics. Focus on investigating potential software bugs, running testing and diagnostics, and collaborating with R&D and Customer Success to deliver product-tailored solutions.

Location: Manila, Philippines (PH)

Company

hirify.global provides software for test automation and application lifecycle testing, with a global presence and a growing Manila footprint.

What you will do

• Analyze, process, troubleshoot, and resolve technical cases and requests from customers using Tosca, QTest/Vera, and Neoload.
• Provide customer-facing support via self-service portal, email, chat, and a few inbound calls.
• Investigate potential software bugs using system analysis, design, and functional support knowledge.
• Troubleshoot software configurations and run appropriate testing and diagnostics.
• Collaborate with R&D and product teams to deliver superior customer experience and product-tailored solutions.
• Work closely with R&D and Customer Success on customer-related issues and tasks.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or Computer Engineering.
• Minimum 3+ years of relevant experience in technical/application/product support in a customer-facing role.
• Japanese/English bilingual proficiency is required to support customers in both languages.
• Strong understanding of Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC) concepts.
• Relevant knowledge or work experience using hirify.global TOSCA.
• Knowledge of related technologies: Distributed Exchange, API/OSV, VisionAI, Mobile Dev, SAP, Host Engines, Database, Mail Engines, Document Imaging.

Nice to have

• Background in software QA who is willing to move into a support role with in-depth training/experience in model-based testing.
• Background in technical support who wants software QA and testing exposure.

Culture & Benefits

• Hybrid work arrangement.
• Market competitive salary with a success-oriented bonus.
• Day 1 HMO coverage with 3 free dependents.
• Work with the market leader in model-based automation testing.
• Supportive and engaged leadership team; strong diversity and inclusion focus.
• Global company environment.

Hiring process

• Application review with consideration for equal opportunity employment.
• Sanctions/export control compliance checks during the application process.