Senior Technical Support Specialist (SaaS)

TL;DR

Senior Technical Support Specialist (SaaS): Managing and resolving complex technical customer issues for a global customer engagement platform with an accent on troubleshooting, platform stability, and cross-functional coordination. Focus on providing high-level technical escalations, mentoring junior staff, and developing subject matter expertise in platform features.

Location: Tokyo, Japan (Hybrid)

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized experiences using AI-powered decisioning and orchestration.

What you will do

• Own, prioritize, and troubleshoot complex inbound customer support issues relating to the platform.
• Act as the internal escalation point for critical support tickets handled by junior team members.
• Provide technical assistance and guidance to the Support Team and other internal organization members.
• Contribute to the knowledge database to enable faster learning for teammates and customers.
• Develop deep subject matter expertise in specific platform features and customer use cases.

Requirements

• Bachelor’s Degree from a 4-year college or university or equivalent experience.
• 3-6 years of experience supporting a technical product, preferably in SaaS or Mobile.
• Excellent communication skills in both Japanese and English.
• Working knowledge of case management tools like Salesforce or Zendesk.
• Experience with programming languages such as Ruby, Java, C++, or JavaScript.
• Must be based in Tokyo to support a hybrid work model.

Nice to have

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

Culture & Benefits

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Flexible paid time off and family services, including fertility and paid parental leave.
• Professional development support via formal career pathing and a yearly learning stipend.
• Collaborative and transparent culture recognized as a Great Place to Work®.