Technical Support / Solutions Engineer (Hybrid Role)
Location: Tokyo or Osaka, Japan (Hybrid)
Industry: SaaS / AI / Enterprise Technology
Company Overview
A rapidly expanding international SaaS company offers an AI-driven platform designed to support corporate learning, digital transformation, and workforce development.
The solution is widely adopted by large enterprises and continues to see growing demand for secure integrations and scalable deployments. The company operates in a global environment, collaborating across regions to deliver high-impact solutions.
Role Overview
This position is a hybrid technical role that combines advanced support, solution consulting, and cross-functional collaboration.
Rather than handling routine inquiries, the role focuses on complex technical challenges, enterprise integrations, and implementation support for large-scale clients.
Key Responsibilities
Advanced Technical Support
Handle complex technical issues beyond first-line support, including system integrations and authentication setups
Troubleshoot areas such as APIs, SSO/SAML, and network/security configurations
Investigate and replicate issues, working closely with engineering teams to resolve them
Collaboration with Global Teams
Act as a liaison between local clients and international engineering teams
Translate business and technical issues into actionable requirements
Support prioritization and continuous product improvement efforts
Pre-sales & Implementation Support
Assist enterprise clients during onboarding and system implementation
Participate in client discussions to address technical questions and requirements
Support security reviews and integration planning
Knowledge Management & Process Improvement
Develop and maintain technical documentation and internal knowledge resources
Create troubleshooting guides and best practices
Provide technical insights to customer success and sales teams
Requirements
Must-have
Experience in one or more of the following:
Technical support (SaaS or web-based systems)
Solutions consulting or system implementation
IT engineering with client interaction
Fundamental knowledge of:
APIs and system integrations
SSO/SAML authentication
Web, networking, and security basics
Strong analytical and problem-solving skills
Native-level Japanese communication skills
Preferred
Business-level English (for global collaboration)
Experience working with enterprise-level clients
Background in SaaS or cloud-based products
Ideal Candidate
Engineers seeking a more client-facing, global role
Technical support professionals aiming to handle more complex, high-level issues
Solutions or pre-sales engineers interested in deeper product involvement
What You’ll Gain
Exposure to enterprise-scale systems and integrations
Collaboration with international engineering teams
Clear career progression into roles such as:
Solutions Engineer
Technical Account Manager
Product or Technical Consultant
Work Environment
Flexible working hours with core time
Hybrid work style
Modern tools and international team culture
Hiring Process
Resume screening
Assessment (logic and scenario-based)
2–3 interview rounds
Additional Notes
This opportunity is well-suited for individuals looking to combine technical expertise with customer interaction and global exposure, offering a pathway beyond traditional support or engineering roles.