Principal Technical Support Engineer

About This Opportunity

Our talent team is representing a confidential global enterprise cloud platform organization seeking a Principal Technical Support Engineer based in Japan. This is a senior technical leadership role within their premium support division, serving enterprise clients who depend on mission-critical cloud infrastructure.

You will join a specialized team delivering white-glove technical support to the organization's largest customers and partners. This role combines deep technical troubleshooting, proactive monitoring, customer success collaboration, and technical mentorship of support engineers.

Responsibilities

• Provide advanced technical support to enterprise customers on large-scale cloud platform implementations
• Manage escalations and customer expectations in collaboration with customer success managers
• Analyze support trends, monitoring alerts, and customer usage patterns to recommend process optimizations
• Serve as technical lead, mentoring team members and contributing to collective skill development
• Drive operational efficiency improvements across the support organization
• Investigate system issues, performance problems, and technical inquiries across multiple product lines including AI agents, data platforms, CRM services, and industry-specific solutions
• Coordinate with product engineering teams on complex technical investigations
• Support proactive monitoring services and alert response

What We're Looking For

Required:

• 10+ years of technical support experience in enterprise software or cloud computing environments
• Demonstrated commitment to exceptional customer satisfaction
• Strong written and verbal communication skills in Japanese; English reading/writing/listening required (conversational English preferred)
• Deep expertise in one or more of the following: web technologies (HTML, CSS, JavaScript, frontend frameworks, APIs) or server-side technologies (SQL, object-oriented languages like Java, application servers, databases)
• Hands-on experience with database administration and relational data troubleshooting, large-scale data processing, multi-tenant environments, API programming, or software development lifecycle
• Proven ability to work collaboratively across departments and organizational levels
• Self-motivated with strong organizational and analytical problem-solving capabilities
• Experience developing and mentoring technical team members

Preferred:

• Advanced English communication skills (conversational fluency)
• Experience with major CRM platforms and low-code development environments
• Development experience with declarative and programmatic customization tools
• Familiarity with modern web component frameworks
• Relevant platform certifications (Administrator, Advanced Administrator, Application Builder, Developer levels)
• AI agent or JavaScript developer certifications

Work Schedule: Shift-based coverage Monday–Friday 8:00–21:00 JST (9-hour shifts with 1-hour break); weekend rotation with compensatory time off; on-call availability for overnight hours during weekend shifts. Remote work available, though future hybrid requirements may apply.

How We Work With You

When you apply through Get A Job.ai, a recruiter from our team will screen your background and qualifications. If there's a strong match, we will submit your profile to our client for consideration. Please apply only through our platform—direct contact with the client is not part of this process. Our team will guide you through each stage, from initial interview preparation to offer negotiation.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We evaluate all candidates based on qualifications and merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.