Tech Support

About the company

Join a leading cloud security provider helping organisations adopt SaaS and cloud technologies safely and efficiently. The company delivers subscription-based security services that protect businesses from risks such as unauthorised access, information leakage and complex operational requirements.

You will join a growing, international and predominantly English-speaking organisation with a flat, collaborative and bottom-up culture. Many colleagues have joined from outside the business, creating an environment where diverse perspectives, continuous learning and personal initiative are valued. The organisation is entering an exciting phase of expansion, with opportunities to shape processes, improve services and contribute to cross-functional projects.

This is an attractive opportunity for someone who enjoys working at the intersection of technology, customer experience and business improvement, while developing their career in a supportive and forward-looking environment.

What the job entails

As a Technical Support Engineer, you will provide advanced technical support to customers using the company’s cloud security services. You will lead the investigation of complex system configurations and unfamiliar incidents, coordinate resolution with internal teams and ensure customers receive a high-quality service experience.

Beyond day-to-day support, you will identify weaknesses in operational processes and drive improvements that increase efficiency, quality and scalability. You will analyse customer feedback, support trends and cancellation reasons, sharing insights with product managers and development teams to help shape service and product enhancements.

You will also support team capability development through knowledge sharing, issue management and quality assurance. Over time, you will contribute to cross-functional projects and help define new approaches to customer support and success. The role offers broad exposure to customer success, product planning, business improvement and potential leadership opportunities.

Key requirements

• Native-level or business-level Japanese communication skills.
• At least three years’ experience providing Tier 2 or higher technical support for B2B IT software or services.
• Experience handling complex customer engagements, including incidents, service disruptions, complaints and difficult troubleshooting situations.
• Experience discussing technical issues and service improvements with software developers.
• Strong interest in IT technology and the motivation to understand systems and product behaviour in detail.
• Ability to communicate clearly with customers and internal stakeholders, understand their intentions and coordinate effective solutions.
• Experience sharing knowledge, supporting colleagues and helping to raise team capability.
• A proactive approach to identifying operational issues and implementing practical improvements.
• Experience standardising support activities, creating templates or improving workflows would be advantageous.
• Experience analysing customer health, feedback or cancellation reasons to support retention initiatives would be advantageous.
• Experience creating help content or other information resources to reduce support demand would be advantageous.
• Experience with Zendesk, Salesforce or similar tools, particularly in workflow design or automation, would be advantageous.
• Experience in SaaS, customer success or an internal IT function would be advantageous.
• The ability to communicate in English with colleagues; an English qualification equivalent to TOEIC 600 or above would be advantageous.
• Adaptability, a collaborative mindset and a strong willingness to take on new challenges.