APAC Technical Support Team Manager (US SaaS vendor)

Company Profile

US SaaS vendor specializes in manufacturing low-code software solutions. The products designed to help organizations improve efficiency, reduce time-to-market, mitigate risks, and drive innovation across the product lifecycle. Its open, flexible, and scalable architecture makes it a popular choice for companies across various industries, including aerospace, automotive, electronics, and consumer goods.

The Role

As the Manager of APAC Technical Support, you will lead an international team of Software Solution Engineers who advise and work directly with our customers and partners. You will mentor engineers responsible for addressing the full spectrum of customer issues including performance troubleshooting, diagnosing issues with customizations, product configuration etc. In principle the Software Solution Team troubleshoots and resolves problems with all product areas, environmental issues and customizations made by subscribers to our open development framework. A successful candidate for this position will be able to handle escalated customer situations, guide engineers in their development efforts and professional growth, provide timely and comprehensive technical updates to senior management, and be able to work as a leader within a global team supporting an international customer community.

The ideal candidate is located in Japan and will be focusing on regional support operations for our customers in the Asia Pacific region.

Core Responsibilities:

• Responsible for the day-to-day operations of a department of Software Solution Engineers tasked with the ongoing support of the subscribers
• Key stakeholder in the development of and management involved in KPIs and attainment of our customers SLAs
• Responsible for the onboarding and mentoring of new team members
• You will serve as the primary escalation point for complex and critical incidents with regional customers.
• Represent the needs and interests of your Engineers and Customers as a leader within the Global Support Organization.

Your Skill

• 5+ years of experience in a Technical Support, IT, Development or a similar role
• 2+ years of experience in a Manager or supervisory role
• Bachelor's degree in Computer Science, Business and/or Engineering
• Experience supporting Enterprise Applications
• Experience working in a project driven environment
• Previous experience in a leadership and mentor capacity
• Comfortable in a customer facing role with the ability to communicate complex technical information and act as an escalation point
• Ability to work on multiple projects with competing deadlines and deliverables
• Fluent in English

• Experience with C# and JavaScript
• Experience with Web Application Development
• Experience with SQL
• Experience with SaaS application delivery and support

Location

Tokyo 23 wards

Salary

10M - 15M JPY

Selling Point

• No.1 user share rates in the market, pure SaaS mode, less bugged highly reputation products
• Friendly, Dynamic, open-minded & international team
• Work remotely for half of the week
• Flexible working hour, company pay highly attention on employees WorkLife balance

Reference No: 06940-0012982982

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