シニアテクニカルサポートエンジニア/ Sr. Technical Support Engineer

A multinational SaaS company is looking for a Senior Technical Support Engineer. The selected candidate will manage complex technical support cases and serve as an escalation point within a dynamic customer-facing team. This is a hybrid setup role.

Responsibilities:

• Handle, prioritise, and resolve advanced technical support tickets from global clients
• Act as an escalation point for critical cases and provide support to junior team members
• Troubleshoot technical issues related to platform functionality and customer use cases
• Contribute to internal knowledge sharing by documenting solutions and best practices
• Develop subject matter expertise on specific platform features and technologies
• Collaborate with cross-functional teams to ensure a high-quality customer experience
• Guide and mentor team members to drive continuous improvement in support delivery
• Identify product gaps and relay customer feedback to internal stakeholders

Requirements:

• Bachelor’s degree or equivalent
• 3-6 years of experience supporting technical products in SaaS or mobile
• Experience handling high-pressure, time-sensitive support cases
• Proficient in case management systems like Salesforce or Zendesk
• Skilled in Ruby, Java, C++, JavaScript, or similar programming languages
• Technical domain knowledge of SaaS, APIs, mobile, or database systems is a plus
• Proficient in Japanese and English

Benefits:

• Competitive compensation, including equity options
• Retirement plans and Employee Stock Purchase Program
• Flexible PTO and hybrid work setup
• Full medical, dental, vision, life, and disability coverage
• Fertility support and paid parental leave
• Professional development programs and learning stipends
• Curated in-office experiences and team events
• Annual Volunteer Week and donation matching initiatives
• Employee Resource Groups and a collaborative, inclusive culture

About the Company:

An international SaaS company specialising in customer engagement and retention. It provides a platform that enables businesses to create personalised and data-driven marketing campaigns across multiple channels, including email, mobile push notifications, in-app messages, SMS, and web.

Keywords:

SaaS,テクニカルサポート,顧客対応,プログラミング,データベース,サポートエスカレーション,ナレッジシェア, 求人, 外資系

Job Ref: 99AT5S