Senior Support Representative (APAC／JST)

About This Opportunity

We are representing a confidential B2B SaaS organization operating in the language technology and AI space. Our talent team is seeking a Senior Support Representative to independently own customer support coverage during APAC/JST business hours across Australia, China, India, Japan, New Zealand, Singapore, and South Korea.

This is a senior, autonomous role for someone already operating at a Senior Tier-1 or Tier-2 level. You will serve as the sole point of contact for enterprise customers during your shift, working within a 24/7 follow-the-sun rotation alongside Europe- and Americas-based colleagues. Because you'll be working independently without a second line during your hours, we need someone who has already handled escalated technical issues and managed enterprise-grade customer relationships end-to-end.

This is a customer-facing role supporting external B2B clients, not internal IT support. The position is fully remote and open to candidates in APAC time zones able to cover the 00:00–09:00 UTC window.

Responsibilities

• Independently own all customer support coverage during APAC/JST business hours as the sole point of contact
• Resolve escalated technical issues through bug reproduction, root-cause analysis, and end-to-end ownership
• Manage high-stakes enterprise customer escalations, including difficult or upset stakeholders
• Provide technical troubleshooting and debugging support for enterprise clients
• Work with RESTful APIs and HTML to investigate and resolve customer issues
• Maintain clear communication and documentation throughout the resolution process
• Collaborate asynchronously with Europe- and Americas-based team members in the follow-the-sun rotation

What We're Looking For

Required Experience and Skills:

• 3+ years hands-on experience in Tier-2 or 2nd-line technical support at a B2B SaaS company
• Proven track record supporting external, paying customers (ideally large-enterprise clients)
• Demonstrated ability to independently investigate and resolve escalated technical issues
• Experience personally managing high-stakes enterprise escalations end-to-end
• Fluent written and spoken English
• Working knowledge of HTML, RESTful APIs, and debugging/troubleshooting fundamentals
• High emotional intelligence with strong de-escalation skills
• Strong bias toward ownership—you see issues through to resolution, not just first response
• Comfortable being the only person online for your region and shift
• Clear, confident, and empathetic communicator, especially under pressure

Preferred Qualifications:

• Background in localization, translation technology, or software integration
• Prior experience as the sole or remote support coverage for a region or shift
• Familiarity with tools such as Zendesk, Plain, Intercom, Jira, Linear, Confluence, or comparable platforms

How We Work with You

When you apply through Get A Job.ai, a member of our recruiting team will screen your application and arrange an initial conversation to discuss your background and the role in detail. If there's a strong mutual fit, we will submit your profile to our client for consideration. Please do not attempt to contact the client directly—all communication and coordination will flow through our team to ensure a smooth and professional process.

Pay

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

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and considers all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.