Senior Support Representative (APAC JST)

Company Description Intento automates translation for global companies using AI agents, helping organizations deliver consistent, authentic language experiences across markets and audiences. Its Enterprise Language Hub combines machine translation and large language models (LLMs) into multi-agent AI workflows, customized to client data and integrated into existing software for localization, marketing, customer support, and other business functions. The platform enables high-quality, real-time translations for users and teams worldwide, supporting scalable multilingual operations. The Enterprise Language Hub is ISO-27001 certified, providing enterprise-grade security for GenAI solutions, and Intento offers ISO-9001-certified expert support to set up and maintain MT and AI models with new data and user feedback. Applicants join a company focused on innovation in language technology and secure AI deployment for global enterprises.
Role Description The Senior Support Representative (APAC/JST) is a full-time remote role responsible for providing high-quality customer and technical support to Intento's enterprise clients across the APAC region. Day-to-day responsibilities include responding to support tickets, troubleshooting technical issues related to the Enterprise Language Hub, and coordinating with internal teams to resolve complex problems. The role involves monitoring system performance from a customer perspective, documenting solutions, and contributing to the improvement of support processes and knowledge bases. The Senior Support Representative will collaborate with product and engineering teams to escalate and clarify issues, support onboarding and configuration tasks, and ensure timely, clear communication with stakeholders. This role also requires proactively tracking customer satisfaction, identifying patterns in user feedback, and recommending enhancements that improve the overall client experience.
Qualifications

• Strong customer-facing skills, including Customer Support and Customer Satisfaction experience in a SaaS or enterprise technology environment.
• Solid Technical Support capabilities, with the ability to troubleshoot software integrations, APIs, and configuration issues in cloud-based platforms.
• Well-developed Analytical Skills for diagnosing complex problems, interpreting logs or metrics, and identifying root causes and trends.
• Excellent Communication skills, both written and verbal, for clear ticket updates, documentation, and collaboration with customers and internal teams.
• Experience supporting clients in APAC time zones (JST or nearby), with the ability to manage priorities and work independently in a remote setting.
• Familiarity with AI, machine translation, localization, or customer support technologies is highly beneficial.
• Comfort working with CRM and ticketing systems (e.g., Zendesk, Jira, Salesforce) and documenting repeatable solutions.
• Bachelor's degree in a related field (e.g., Computer Science, Information Systems, Linguistics, Business) or equivalent practical experience.
• Strong service mindset, attention to detail, and willingness to continuously learn about new AI and language technologies.