Responsibilities
- Deliver global technical assistance for all aspects of the company's software applications
- Gain in-depth expertise in proprietary systems to drive customer success
- Assist client administrators across various enterprise organizations
- Diagnose and resolve high-priority production problems, including outages and data accuracy concerns
- Respond to technical queries covering functionality, setup, configuration, and system navigation
- Coordinate the deployment of new software versions and configuration updates to live environments
- Collect diagnostic data, conduct root cause analysis, build test scenarios, reproduce issues, and recommend solutions
- Act as a direct liaison between clients and internal development and product teams
- Maintain and update technical documentation and support tools as systems evolve
- Collaborate with engineering, product, and services teams to resolve complex issues
- Participate in daily syncs and deliver progress reports on open cases
Requirements
- Minimum of two years in advanced-tier technical support roles
- Strong motivation to expand technical and interpersonal capabilities
- Proven collaboration with development and operations teams
- Proficiency in diagnosing system behavior using standard tools such as FTP, Postman, and AWS utilities
- Full professional fluency in both English and Japanese, spoken and written
- Strong analytical skills with a practical, hands-on approach to problem-solving
Nice to Have
- Familiarity with Java, SSO, SQL, and HTML
- Background in life sciences or Salesforce platforms
- Experience with Zendesk, Jira, and Confluence
- Additional language skills in Korean or Mandarin
