Technical Support & Escalation Specialist (Mandarin/ Japanese Speaker)

Centific Global Solutions; Kuala Lumpur; Hybrid; MYR 78,000 - 112,000; Full time

Job summary

Centific Global Solutions is seeking a Technical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. You will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction.

The role requires 2–5 years in technical support or incident management, English proficiency with Mandarin or Japanese, and a strong sense of ownership.

Qualifications

• 2–5 years in technical support, incident management, escalation or crisis management, stakeholder management or service operations.
• Enterprise-level customer support in English with Mandarin or Japanese proficiency.
• Strong written English and proficiency in Mandarin or Japanese.
• Collaborate with global teams across multiple time zones to deliver timely resolutions.
• Demonstrates ownership, accountability and composure under pressure, meeting SLAs.

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

Incident management

Stakeholder management

Cross-functional collaboration

Customer communication

Ownership & accountability

Job description

Work location: KL Sentral (Hybrid)

Working Hours: Monday – Friday, 7:00 AM to 11:00 PM, based on the assigned shift (APAC shift or EMEA shift) ; 10 hours per day

Job Description

We are looking for a Technical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. This role will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction.

Key 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

Job Requirements

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations
• Proven experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin or Japanese
• Strong written communication skills in English and proficiency in Global Mandarin or Japanese
• Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions
• Demonstrates a strong sense of ownership, accountability, and responsibility
• Able to perform effectively under pressure while meeting strict SLAs
• Capable of handling challenging, high profile customer situations with professionalism and composure

Working Arrangement

• 9 working hours per day, inclusive of lunch break.
• 4 weekdays and 1 weekend shift per week.
• Working hours will fall within the operational coverage window of 7:00 AM to 11:00 PM, based on the assigned shift (APAC shift or EMEA shift).
• Employees may be required to observe the public holidays of the supported country (e.g., Japan ), depending on project assignment.

About Centific

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose‑built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry‑leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre‑trained datasets; fine‑tuned, industry‑specific LLMs; and RAG pipelines supported by vector databases. Our zero‑distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

Your Authentic Self at Centific

Centific is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, gender (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Centific Global Solutions is a tech‑driven company specializing in AI, data annotation, and digital solutions. We help global clients build and validate AI models through high‑quality, scalable services. Our team works with cutting‑edge tools, emphasizing innovation, collaboration, and professional growth. Join us to contribute to exciting AI projects and shape the future of emerging technologies.