Product Support Specialist

Highlights

• Be among the first Tokyo specialists growing global support presence.
• Front-line role safely delivering AI by investigating user needs daily.
• Provide high-touch support to strategic customers across APAC and ANZ.

What they offer

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Lovely office space to collaborate with colleagues

Ideal candidate

Native-level Japanese speaker with business English who is empathetic, curious and ownership-driven. You thrive in ambiguity, love teaching complex ideas, and care about delivering safe AI to users at scale.

Requirements

• Native-level Japanese and business-level English proficiency
• Experience providing technical product support in English and Japanese in second tier, escalated or priority team
• Familiar with APIs and technical SaaS products and able to understand technical docs
• Ability to thrive in fast-paced reactive situations while meeting CSAT, SLA targets
• Strong user empathy and expertise in lifecycle of a support case
• Crisp but kind written communication with attention to detail
• Willing to work 10am-6pm Monday to Friday in Tokyo and be on pager duty during APAC hours
• Bachelor's degree or equivalent combination of education, training and experience