Product Support Operations

DeWinter Group; Mountain View (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

DeWinter Group is seeking a Product Support Operations specialist to be the backbone of exceptional customer experiences across mobile apps, cloud platforms, and backend systems. You will orchestrate support initiatives and streamline workflows while coordinating with engineering, product, and executive teams in Silicon Valley.

The role requires 3+ years in Product Operations or ITSM, fluency in Japanese and business English, and onsite presence three days a week (9:00–5:00 PT).

Qualifications

• 3+ years of experience in Product Operations, ITSM, Technical Support Management, TAM roles, or Customer Operations (with 5+ years total professional experience including hands-on L2/L3 support).
• Fluent in Japanese and business-level English, both written and spoken.
• Hands-on experience with Jira, incident workflows, and support tools.
• Familiarity with mobile applications, AWS cloud services, middleware, or automotive/connected vehicle software.
• Strong cross-functional collaboration and triage judgment.
• On-site work in Silicon Valley 3 days a week (9:00 AM-5:00 PM PT).

Responsibilities

• Coordinate support initiatives and streamline operational workflows across platforms.
• Serve as a liaison among engineering, product, and executive teams to ensure seamless service delivery.
• Support mobile apps, cloud platforms, and backend systems for connected vehicle solutions.
• Manage incident escalations and support workflows with cross-functional teams.
• Collaborate with global teams to drive support excellence and triage decisions.

Skills

Product Operations

ITSM

Technical Support Management

TAM roles

Customer Operations

Tools

Jira

Job description

Product Support Operations

Join a leading innovator in connected vehicle technology as a Product Support Operations specialist and be the backbone of exceptional customer experiences. In this dynamic role, you will orchestrate support initiatives, streamline operational workflows, and serve as a key liaison among engineering, product, and executive teams to ensure seamless service delivery for cutting-edge automotive solutions. Your expertise will help drive support excellence across mobile applications, cloud platforms, and backend systems, shaping the future of connected mobility.

Required Skills:

• 3+ years of experience in Product Operations, ITSM, Technical Support Management, TAM roles, or Customer Operations (with 5+ years of total professional experience including hands-on L2/L3 support).
• Full professional fluency in Japanese and business-level English, both written and spoken.
• Hands-on experience with Jira, incident workflows, and support tools.
• Familiarity with mobile applications, AWS cloud services, middleware, or automotive/connected vehicle software.
• Strong cross-functional collaboration skills and triage judgment.
• Ability to work onsite in Silicon Valley 3 days a week (9:00 AM-5:00 PM PT).

Nice to Have Skills:

• Ability to read or debug basic code (e.g., GitHub, Swift, server logs).
• Background in automotive software or connected vehicle technology.
• Experience in user research and product documentation best practices.

Preferred Education and Experience:

• Bachelor's degree in a related field highly preferred.
• Prior experience supporting connected vehicle or cloud-based platforms is a plus.

Other Requirements:

• On-site work at Silicon Valley location three days per week.
• Ability to effectively manage incident escalations and support workflows.
• Strong communication skills to liaise with global teams and stakeholders.