Taking applicationsTechnical Support·Posted 14h ago
Senior Technical Support Specialist
BrazeVerified company
Tokyo, Japan
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Tokyo, Japan
JapaneseEnglishSenior level
About the role
Senior technical support role at Braze in Tokyo, handling complex inbound platform issues and acting as an escalation point for junior support staff. Requires Japanese and English communication plus 3-6 years supporting a technical product, with SaaS or mobile experience preferred.
What you'll do
- Troubleshoot complex inbound customer support issues
- Own and prioritize support cases and response plans
- Act as escalation point for critical tickets
- Guide and assist junior support team members
- Contribute to the knowledge database
- Develop deep platform and customer use-case expertise
- Become a subject matter expert in product areas
What you'll need
- Bachelor's degree or similar experience
- 3-6 years supporting a technical product
- Excellent Japanese and English communication
- Experience with pressure-intensive customer issues
- Working knowledge of case management tools
- Experience with Ruby, Java, C++, JavaScript, or similar
- Customer-centric attitude
- Curiosity and self-directed learning
Skills
Technical troubleshootingSaaS supportJapanese and English communicationCase management toolsSalesforce/ZendeskProgramming languagesAPIs and mobile platformsSQL/HTML/CSS
Benefits
Paid time offHealth insuranceRetirement and Employee Stock Purchase PlansEquityParental leaveProfessional development and learning stipendVolunteer Week and donation matchingEmployee Resource Groups
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