Senior Enterprise Support Lead - APAC Overnight (Remote)

Intento; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Fully remote

Global team culture

Ownership-driven environment

Job summary

Intento is seeking a senior, largely autonomous customer-facing support professional for a 24/7 follow-the-sun rotation. You will be the sole point of contact for enterprise customers during the APAC/JST shift, owning escalated technical issues and enterprise relationships independently.

You will investigate escalations, reproduce bugs, and resolve complex problems with a focus on clear, empathetic communication and ownership.

Qualifications

• 3+ years of hands-on Tier-2 or second-line support for external paying customers.
• Experience handling escalations end-to-end in a SaaS environment.
• Fluent written and spoken English, comfortable communicating with stakeholders.
• Knowledge of HTML, RESTful APIs, and basic debugging concepts.

Responsibilities

• Independently investigate, reproduce, and resolve escalated Tier-2 issues for enterprise customers.
• Manage high-stakes escalations end-to-end with no second-line resources on shift.
• Cover APAC/JST business hours as the sole regional contact and coordinate with other regions.
• Communicate technical findings clearly to non-technical and technical audiences.
• Own the shift’s outcomes and decisions through resolution.

Skills

Tier-2 support

Enterprise support

Root-cause analysis

English fluent

Tools

Zendesk

Jira

Intercom

Confluence

Job description

Intento is seeking a senior, largely autonomous customer-facing support professional for a 24/7 follow-the-sun rotation. You will be the sole point of contact for enterprise customers during the APAC/JST shift, owning escalated technical issues and enterprise relationships independently.

You will investigate escalations, reproduce bugs, and resolve complex problems with a focus on clear, empathetic communication and ownership.