Technical Customer Support Engineer

• An oppotunity to work in a leading global company, and suport application globally.
• You will represent Automative industry and be supporting hundreds of users using the application
• Global culture, multinational team, English environment, dynamic collaborative team

Company: Global Automotive Company

Title: Technical Customer Support Engineer

Location: Remote – anywhere in Japan

Position: Contract

About The Opportunity A leading global automotive company is partnering with a U.S.-based software technology company to develop and operate an innovative connected mobile platform for motorcycles.

Already live across 15+ countries with thousands of users globally , the application connects riders with features including navigation, calls, messaging, music, and other connected services.

We are looking for a Technical Customer Support Engineer to support users of this global platform. You will own customer issues from initial inquiry through resolution, investigate and troubleshoot application and connectivity issues, and work closely with the Technical Lead and Engineering teams when deeper technical support is required.

This is not a traditional call-center or customer service position. You will work directly with a live technology product, investigate real-world technical issues, and help identify recurring problems and opportunities to improve the customer experience.

The position is fully remote within Japan , with occasional office attendance on a needs basis, and operates during normal Japan business hours.

What You'll Do Technical Customer Support & Troubleshooting You will provide end-to-end support for users of the company's connected motorcycle application.

• Own customer inquiries and technical support tickets from initial contact through resolution.
• Communicate directly with global users primarily in English through Zendesk.
• Investigate issues involving mobile applications, Bluetooth and device connectivity, GPS/navigation, account and login problems, Android/iOS compatibility, application bugs, and motorcycle/app connectivity.
• Reproduce reported issues using the application and available devices to better understand the problem.
• Use technical documentation, manuals, knowledge bases, and previous cases to investigate and resolve issues independently where possible.
• Escalate complex technical issues to the L3 Engineering/Development team.
• Coordinate with internal teams during escalation and circle back with customers through final resolution.
• Use translation tools to investigate inquiries received in languages other than English.

Issue Tracking & Product Insights Customer support is an important source of insight into how the product performs in the real world.

• Track ticket volumes, open issues, recurring problems, and resolution status.
• Identify patterns and trends across customer inquiries.
• Report key findings and recurring issues to the Technical Lead.
• Help maintain and improve support documentation based on previously resolved cases.
• Contribute insights that help the wider team understand the customer experience and areas for product improvement.

Team & Project Support Role You will join a small, collaborative team consisting of one Technical Lead and three Customer Support Engineers . Approximately 10% of the role will involve general project coordination, including:

• Tracking actions and outstanding issues.
• Coordinating inquiries across relevant teams.
• Supporting day-to-day project activities and administrative tasks.
• Communicating through tools such as Slack and Notion.

What We're Looking For

• Customer-Facing Technical Support Experience
• 2+ years of experience in technical customer support, application support, IT support, SaaS support, help desk, or another customer-facing troubleshooting role.
• Experience managing customer inquiries or support tickets from initial investigation through resolution.
• Ability to clearly communicate technical issues to non-technical users.
• Strong Troubleshooting & Technical Curiosity

You do not need to be a software engineer.

However, you should enjoy understanding how technology works and be comfortable investigating problems before escalating them.

We Are Looking For Someone Who Can

• Follow technical documentation and troubleshooting procedures.
• Research previous cases and independently identify potential solutions.
• Reproduce and investigate application issues.
• Understand when an issue can be resolved independently and when it should be escalated to Engineering.
• Demonstrate genuine curiosity about technology through professional experience, personal projects, self-learning, certifications, or experimentation with new technologies.
• International Communication Skills
• Business-level English is required, particularly for written communication with global customers.
• Business-level Japanese is preferred for communication with internal stakeholders in Japan.
• Additional language capabilities are a strong plus, given the application's international user base.
• Ability to communicate professionally with both technical and non-technical stakeholders.

Tools & Technology Experience With The Following Is Beneficial

• Zendesk or similar ticketing/customer support platforms
• Slack
• Notion
• Microsoft Office
• Android and iOS smartphones and applications
• Technical documentation and knowledge bases

Experience in the automotive or motorcycle industry is not required .

Who Would Be a Great Fit? This opportunity could be particularly attractive if you have experience in Technical Support, Application Support, SaaS Customer Support, IT Helpdesk, QA/Testing, or another customer-facing technology role and want to move closer to a global digital product.

You may also be a strong fit if your professional experience has been more customer-support focused but you have a genuine interest in technology demonstrated through side projects, certifications, self-study, or learning new technical tools.

Why Join This Project? You'll Have The Opportunity To

• Support a live global technology product used by thousands of riders across 15+ countries.
• Own customer issues end-to-end rather than simply forwarding tickets.
• Gain hands-on exposure to mobile applications, connected devices, and motorcycle technology.
• Work directly with a Technical Lead and collaborate with Engineering/Development teams.
• Develop stronger technical troubleshooting and product-support skills.
• See real-world customer issues and trends contribute to the continuous improvement of a global product.