Technical Support Specialist, Japanese Speaking

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

📋 Description

• Oversee and coordinate critical customer escalations in a global setting

• Serve as the primary point of contact for high-severity incidents

• Collaborate with cross-functional teams to ensure issues are resolved promptly

• Provide regular updates to both customers and internal stakeholders during incidents

• Monitor incident progress and ensure team accountability

• Maintain comprehensive incident documentation and reporting

• Offer support during weekends or off-hours as necessary

⛳️ Requirements

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations

• Demonstrated experience in supporting enterprise-level customers in both English and Japanese

• Excellent written communication skills in English, with proficiency in Global Mandarin, Korean, or Japanese

• Comfortable working with global teams across various time zones to deliver timely and effective solutions

• Exhibits a strong sense of ownership, accountability, and responsibility

• Able to perform efficiently under pressure while adhering to strict SLAs

• Skilled at managing challenging, high-profile customer situations with professionalism and composure

• 9 working hours per day, including a lunch break

• 4 weekdays and 1 weekend shift each 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

🏝️ Benefits

• Equal-opportunity employment

• Consideration without regard to protected characteristics and criminal histories, in accordance with legal requirements