Senior Technical Support Specialist (SaaS)

Location: Tokyo, Japan

Company

hirify.global provides a SaaS customer engagement platform that helps brands create personalized experiences through messaging, journey orchestration, and AI-powered decisioning.

What you will do

• Own, prioritize, troubleshoot, and develop response plans for complex inbound customer support issues.
• Coordinate with Global Technical Support leadership and teammates to resolve platform issues quickly.
• Act as an internal escalation point for critical tickets handled by junior support specialists.
• Provide technical guidance to Support team members and colleagues across the organization.
• Develop in-depth knowledge of platform features and customer use cases, sharing insights with the business.
• Contribute to the knowledge database and specialize in selected product areas as a subject matter expert.

Requirements

• Bachelor’s degree or equivalent experience-based proficiency.
• 3–6 years of experience supporting a technical product, ideally in SaaS or mobile.
• Excellent written and verbal communication skills in Japanese and English.
• Experience handling time-sensitive, high-pressure customer issues.
• Working knowledge of case management tools such as Salesforce, Zendesk, or similar ticketing systems.
• Experience with Ruby, Java, C++, JavaScript, or another programming language, plus the ability to explain complex ideas clearly.

Nice to have

• Technical knowledge of SaaS, mobile, APIs, three-tier architecture, Snowflake, or MongoDB.
• Experience with Android or iOS platforms.
• Experience with HTML, CSS, Liquid, and SQL.

Culture & Benefits

• Collaborative, transparent, inclusive, and action-oriented work environment.
• Benefits may include competitive compensation with equity, retirement plans, and employee stock purchase plans.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability coverage.
• Family services, fertility benefits, and equal paid parental leave.
• Professional development through career pathing, learning platforms, and an annual learning stipend.
• Curated in-office experience, employee resource groups, community volunteering, and donation matching.

Hiring process

• Application materials may be reviewed with AI-assisted screening tools, alongside human involvement in hiring decisions.
• AI-assisted tools may also support interview scheduling, recording, and note summarization; candidates may have location-dependent rights to request manual review or opt out.