Product Support Engineer

Product Support Engineer - AI/SaaS

📍 Japan | Remote

Our client is searching for a technically strong Product Support Engineer to join a fast-growing SaaS company expanding its footprint in Japan. This is a critical customer-facing role sitting at the intersection of technical problem-solving and relationship management, supporting manufacturers across Japan as they adopt and scale a cutting-edge industrial software platform.

SUMMARY:

• Customer-facing technical support role serving Japanese manufacturing clients on a globally distributed team, acting as the primary bridge between customers and internal engineering and product teams
• Remote position based in Japan with on-call rotation coverage including some nights and weekends; valid Japanese work visa required at time of application — no sponsorship available
• Opportunity to shape and improve support processes and documentation as part of a growing regional team in a high-growth industrial technology company

RESPONSIBILITIES:

• Serve as the primary point of contact for customer support inquiries, diagnosing and resolving technical issues while coordinating with engineering and customer-facing teams for complex cases
• Educate customers on platform capabilities, best practices, and feature utilisation, translating technical and business requirements between customers and internal development teams
• Manage support ticket workflows to ensure full visibility and tracking of issues through to resolution, maintaining follow-through on all escalations
• Drive continuous improvement of internal support processes and tooling, contributing to and expanding customer-facing documentation and knowledge base resources
• Participate in on-call rotation for critical after-hours support coverage including nights and weekends

REQUIREMENTS:

• Technical product support experience with demonstrated ability to assist customers via chat, email, and video calls, ideally within a manufacturing or process engineering environment
• Business-level Japanese and English proficiency required for customer interactions and internal communication
• Experience with ticketing systems such as ZenDesk and familiarity with Atlassian tools (Jira, Confluence)
• Strong written and verbal communication skills with a collaborative mindset and ability to coordinate across multiple teams
• Valid Japanese work visa required at time of application — no sponsorship available

Nice to Have:

• Intermediate knowledge of APIs and HTTP protocols (POST/GET, authentication)
• Shell scripting experience (MacOS, UNIX)
• Basic understanding of SQL (PostgreSQL) or MongoDB
• Familiarity with cloud platforms (AWS, Azure) and networking concepts