Why This Job is Featured on The SaaS Jobs
Within SaaS, technical support is often the closest function to real product usage, and this Technical Support Engineer role sits directly on that interface. The scope spans product questions through complex troubleshooting, plus structured ticketing and cross team collaboration, which are core mechanics in subscription software where reliability and adoption drive retention. The Japan based coverage and bilingual communication requirement also reflects how SaaS companies operationalise support for regional customers while coordinating with globally distributed engineering and product groups.
For a SaaS career, this kind of seat builds durable fundamentals: diagnosing issues across browsers, networking basics, and security concepts, translating technical detail into clear guidance, and feeding patterns back into internal teams. Exposure to customer centric projects and process improvement work is especially relevant in SaaS environments where support operations mature through metrics, knowledge management, and repeatable workflows rather than one off heroics.
This role tends to suit professionals who enjoy structured problem solving, careful documentation, and steady context switching between users and internal stakeholders. It also fits those who like learning product changes continuously and collaborating to drive issues to root cause, particularly in environments that value analytical thinking and clear written communication in both Japanese and English.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your Impact:
- Answer first-level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product questions to troubleshooting.
- Support ongoing management and retention activities, including research to resolve the root cause of the issue or problem. Identify the best approach for retaining business based on the client’s situation.
- Help investigate and drive to resolve issues that range from answering product questions to providing basic and complex technical support when the customer is experiencing difficulty using a product and contacts us through Technical Support lines.
- Maintain and develop efficient cross-team collaboration related to customer needs.
- Collaborate with product teams and engineers to achieve efficient resolution of technical issues.
- Provide instructions and answer questions on application/product use.
- Help educate colleagues and teammates on technical cases.
- Keep current with product knowledge regarding features and functionality.
- Record details of interactions into Support’s Ticket Management System.
- Participate in customer-centric projects, as well as internal process improvements.
- Willing to work 09:00-17:00 JP time zone
Your Qualifications:
- Fluency in English (business english / B2+) and Japanese (Native or JLPT N1/ C1+) language with excellent verbal and written communication skills.
- Customer facing role experience (e.g. Tourism, IT or English teaching.
- Strong analytical, critical-thinking, and self-learning skills with the ability to adapt in a fast-paced, changing environment.
- Customer-oriented mindset with a strong focus on delivering an outstanding customer experience.
- Willingness and ability to learn constantly.
- A University Degree or broad theoretical job knowledge acquired through higher education.
- Technical literacy, understanding of computing (Mac & PC), networking basics, web browsers, troubleshooting, and internet security concepts.
Standout Qualities:
- Experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing (technical) roles.
- Understanding of Software-as-a-Service (SaaS).
- Ability to build customer empathy and rapport under exciting circumstances.
- Ability to understand, interpret and communicate complex technical information in user-friendly ways.
- Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs.
- Ability to excel in a data-driven, metrics-oriented environment.
- You are highly organized and great at keeping track of large and small tasks.
- Ability to thrive in a collaborative environment to reach team goals ahead of individual goals.
Why Join Wrike?
- Growth Opportunities: Clear career progression paths with opportunities to advance into senior account management or leadership roles, based on your performance and goals
- Life Insurance
- Long Term Disability Insurance
- EAP
- Health Insurance
- Corporate Pension Plan
- Parental Leave
- Volunteer Days
- Workers Compensation
- Commuter Allowance
Your recruitment buddy will be Tripti Sachan, Senior Recruiter.
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