# Senior Technical Support Specialist

**Company:** [DataVisor](https://hotfix.jobs/companies/datavisor)
**Location:** Tokyo, Japan
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Zendesk, Jira, Python, Java, SQL, Big Data Analytics, Real-Time Data Processing, Decision Engine, Api Monitoring, Root Cause Analysis
**Posted:** 2026-06-08

> Provides technical product and system support for SaaS fraud-prevention clients, troubleshooting issues, monitoring system health, and coordinating escalations with engineering and product teams. The role requires 5–7 years of technical support experience and residency in Japan.

## Job Description

## Responsibilities
- Provide fast-paced product and technical support to DataVisor clients through the support ticketing system.
- Triage support requests effectively and maintain prioritization.
- Monitor and manage internal alerts and dashboards related to system health, including API throughput and latency, UI functionality, batch data pipelines, data backup, and high-availability failover systems.
- Develop and maintain deep knowledge of DataVisor products, system architecture, and customer use cases to independently support basic product and system requests.
- Collaborate with Infrastructure, Platform, Frontend, QA, and Product teams to escalate serious product bugs and system issues.
- Facilitate issue investigation, root-cause analysis, and internal and external progress updates.
- Clearly communicate issues, technical explanations, root causes, and workaround suggestions to internal teams and customers.
- Use Zendesk and Jira to document symptoms, reproduction steps, triage findings, engineering findings, workarounds, and solution plans.
- Analyze recurring support issues and trends and provide feedback on product enhancements and training.

## Requirements
- 5–7 years of technical support experience in SaaS companies in the Big Data Analytics industry.
- 3+ years of experience using or supporting real-time data processing or Decision Engine products.
- B.A./B.S. degree in a technical, analytical, or engineering discipline.
- Excellent problem-solving and troubleshooting skills.
- Excellent communication skills and the ability to multitask in a fast-paced environment.
- Strong time and project management skills, with a focus on meeting deadlines.
- Ability to communicate technical information accessibly to non-technical employees.
- Process standardization and process improvement mindset.
- Temporary or permanent resident of Japan.
- Wednesday–Sunday work schedule to support client coverage across time zones.

## Nice-to-haves
- Coding and database experience, such as Python, Java, or SQL.

## Compensation and Benefits
- Annual salary range: JPY 7.2MM–11.8MM, commensurate with experience.
- Bonus.
- PTO.

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