# Senior Technical Support Specialist
## About the Company
We are a rapidly growing global technology company with a strong focus on innovation, collaboration, and customer success. Our culture is built on kindness, teamwork, accountability, and a passion for continuous learning.
We encourage our employees to take ownership, work autonomously, and bring new perspectives to the table. By maintaining high standards while promoting work-life balance, we strive to create an inclusive environment where everyone has the opportunity to grow and make a meaningful impact.
We are looking for individuals who enjoy solving complex challenges, adapting to change, and working collaboratively with a passionate, supportive team.
## What You'll Do
As a **Senior Technical Support Specialist**, you will be a key member of the Global Technical Support Team, responsible for managing the post-sales technical relationship with customers.
Your primary responsibility will be to manage, prioritize, troubleshoot, and develop resolution plans for complex technical support cases related to the company's platform. You will collaborate with global support leadership and team members to ensure customers can resolve technical issues efficiently and maximize the value of the platform.
You will also contribute to the team's knowledge base by documenting solutions, sharing technical insights, and helping colleagues and customers resolve issues more effectively.
As a senior member of the team, you will serve as an escalation point for critical support cases handled by junior team members. You will also support shift handovers, provide technical guidance to less experienced colleagues, and collaborate with other internal teams when additional expertise is required.
In this role, you will develop an in-depth understanding of the platform's features, functionality, and customer use cases. You will also identify opportunities to specialize in specific product areas and become a Subject Matter Expert (SME), sharing your expertise to improve both customer experience and internal technical knowledge.
## Who You Are
You are an excellent communicator and analytical problem-solver who enjoys helping customers overcome technical challenges. You listen carefully, understand customer needs, and communicate complex technical concepts in a clear and accessible manner.
You are proactive, customer-focused, and committed to continuous improvement. You thrive in a collaborative environment, remain composed under pressure, and approach unfamiliar problems with curiosity and a willingness to learn.
### Requirements
- Bachelor's degree from a four-year college or university, or equivalent practical experience.
- 3–6 years of experience providing technical support for technology products, preferably within a SaaS or mobile environment.
- Excellent written and verbal communication skills in both Japanese and English.
- Strong customer service mindset and the ability to manage customer expectations effectively.
- Experience handling urgent, complex, and high-pressure customer technical issues.
- Familiarity with case management and ticketing systems such as Salesforce, Zendesk, or similar platforms.
- Ability to analyze complex technical issues and explain solutions clearly to both technical and non-technical stakeholders.
- Experience with at least one programming language, such as Ruby, Java, C++, JavaScript, or an equivalent language.
- Strong curiosity, self-learning ability, and a proactive approach to investigating and resolving technical problems.
### Preferred Qualifications
- Technical knowledge of one or more of the following: SaaS platforms, mobile technologies, APIs, three-tier architecture, Snowflake, or MongoDB.
- Experience supporting mobile platforms, including Android and iOS.
- Familiarity with HTML, CSS, Liquid, and SQL.