Technical Support Specialist, Japanese Speaking

• Manage and coordinate critical customer escalations in a global environment
• Act as the single point of contact for high-severity incidents
• Collaborate with cross-functional teams to ensure timely issue resolution
• Provide regular updates to customers and internal stakeholders during incidents
• Track incident progress and ensure accountability across teams
• Maintain incident documentation and reporting
• Provide weekend or off-hours support when required

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations
• Proven experience supporting enterprise-level customers in English and Japanese
• Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese
• Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions
• Demonstrates a strong sense of ownership, accountability, and responsibility
• Able to perform effectively under pressure while meeting strict SLAs
• Capable of handling challenging, high profile customer situations with professionalism and composure
• 9 working hours per day, inclusive of lunch break
• 4 weekdays and 1 weekend shift per week
• Working hours within the operational coverage window of 7:00 AM to 11:00 PM, based on the assigned APAC or EMEA shift
• May be required to observe public holidays of the supported country, such as Japan or South Korea, depending on project assignment

• Equal-opportunity employment
• Consideration regardless of protected characteristics and criminal histories, consistent with legal requirements