Japanese-Speaking Incident Manager — Tech Support (Hybrid)

Centific; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

Centific is seeking a Technical Support Specialist with Japanese language skills to manage high-impact customer incidents and coordinate global resolution efforts. You will serve as the central point of contact during critical service disruptions, communicating with stakeholders and ensuring customer satisfaction.

Based in Kuala Lumpur with a hybrid work model, you will collaborate with cross-functional teams across time zones to provide timely, accurate updates and maintain rigorous incident

Qualifications

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations.

Responsibilities

• Manage and coordinate critical customer escalations in a global environment.
• Act as the single point of contact for high-severity incidents.
• Collaborate with cross-functional teams to ensure timely issue resolution.
• Provide regular updates to customers and internal stakeholders during incidents.
• Track incident progress and ensure accountability across teams.
• Maintain incident documentation and reporting.
• Provide weekend or off-hours support when required.

Skills

Technical support

Incident management

Escalation handling

Stakeholder management

SLA adherence

Job description

Centific is seeking a Technical Support Specialist with Japanese language skills to manage high-impact customer incidents and coordinate global resolution efforts. You will serve as the central point of contact during critical service disruptions, communicating with stakeholders and ensuring customer satisfaction.

Based in Kuala Lumpur with a hybrid work model, you will collaborate with cross-functional teams across time zones to provide timely, accurate updates and maintain rigorous incident