Technical Support Specialist

Role Overview

• Manage and coordinate critical customer escalations in a global environment
• Act as the single point of contact for high-severity incidents
• Collaborate with cross-functional teams to ensure timely issue resolution
• Provide regular updates to customers and internal stakeholders during incidents
• Track incident progress and ensure accountability across teams
• Maintain incident documentation and reporting
• Provide weekend or off-hours support when required

Requirements

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations
• Proven experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin, Korean, or Japanese
• Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese
• Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions
• Demonstrates a strong sense of ownership, accountability, and responsibility
• Able to perform effectively under pressure while meeting strict SLAs
• Capable of handling challenging customer situations with professionalism and composure

Benefits

• Remote Work
• 9 working hours per day, inclusive of lunch break
• Employees may be required to observe the public holidays of the supported country (e.g., Japan or South Korea), depending on project assignment