Senior Support Representative – APAC/JST

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Take full responsibility for support coverage during APAC/JST business hours.

• Act as the primary customer support representative during your designated shift.

• Engage in a 24/7 follow-the-sun rotation alongside teams in Europe and the Americas.

• Address escalated technical issues effectively.

• Investigate bugs, replicate issues, and conduct root-cause analysis.

• Manage relationships with enterprise-level customers and handle high-stakes escalations from start to finish.

• Interact directly with Intento's external clients instead of providing internal IT/helpdesk support.

• Oversee a complete business day within the 00:00–09:00 UTC time frame.

• Collaborate with engineering, linguistic, operational, and other teams.

⛳️ Requirements

• Minimum of 3 years of practical experience in Tier-2 / 2nd-line technical support at a B2B SaaS organization.

• Experience in supporting external, paying customers, preferably large enterprise clients.

• Proven ability to independently investigate and resolve escalated technical issues, including bug reproduction and root-cause analysis.

• Experience in managing high-stakes enterprise escalations, including interactions with challenging or upset stakeholders.

• Proficient in written and spoken English.

• Basic knowledge of HTML, RESTful APIs, and debugging/troubleshooting principles.

• High emotional intelligence and skill in de-escalating tense situations.

• Strong commitment to owning issues until resolution.

• Comfortable being the sole representative online for the region and shift.

• Clear, confident, and empathetic communication, especially under pressure.

• Background in localization, translation technology, or software integration is preferred.

• Previous experience providing sole or remote support for a region or shift is preferred.

• Familiarity with tools like Zendesk, Plain, Intercom, Jira/Linear, Confluence, or similar platforms is preferred.

🏝️ Benefits

• Competitive salary package.

• Fully remote working arrangement.

• Flexible work environment.

• Transparency regarding business strategies and decisions.

• Autonomy and accountability in decision-making processes.

• Hands-on experience in deploying AI systems in production environments for large global enterprises.

• Opportunity to contribute to enterprise-grade translation quality.

• Collaboration with engineering, linguistic, and operational teams.