The role involves serving as a primary point of contact for users by investigating, tracking, and responding to support inquiries. The individual will provide high-touch support to strategic customers while managing high-urgency issues and on-call tasks. Responsibilities include identifying technical knowledge gaps within the team and creating resources to address them. The position requires collaborating with internal stakeholders to diagnose and resolve issues at scale. Additionally, the role focuses on driving process improvements to increase user satisfaction and efficiency.

Candidates must possess native-level Japanese and business-level English proficiency. Experience in technical product support within a second-tier, escalated, or priority support team is required. Applicants should be familiar with APIs and technical SaaS products. A bachelor’s degree or an equivalent combination of education, training, and experience is the minimum educational requirement.