Senior Support Representative (APAC／JST)

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

Role overview

A senior, largely autonomous customer-facing support role on the APAC/JST shift of a 24/7 follow-the-sun rotation at an enterprise B2B SaaS company. You will be the sole point of contact for external customers during the shift, owning escalated technical issues and enterprise relationships independently.

Responsibilities

• Independently investigate, reproduce, and resolve escalated Tier-2 technical issues raised by enterprise external customers.


• Manage high-stakes escalations end-to-end, including difficult or upset stakeholders, without a second-line resource to lean on during the shift.


• Serve as the sole regional coverage during APAC/JST business hours and partner with Europe- and Americas-based teams to maintain continuous global coverage.


• Communicate technical findings clearly and empathetically to non-technical and technical audiences alike.


• Operate confidently as the only person online for the region, making ownership-driven decisions through to resolution.

Requirements

• 3+ years of hands-on Tier-2 or second-line technical support at a B2B SaaS company, supporting external paying customers and ideally large-enterprise clients.


• Demonstrated track record of independently investigating escalated technical issues, including bug reproduction and root-cause analysis.


• Experience personally managing high-stakes enterprise escalations, including difficult stakeholders.


• Fluent written and spoken English.


• Working knowledge of HTML, RESTful APIs, and core debugging/troubleshooting fundamentals.


• High emotional intelligence, strong ownership bias, comfort being the only person online for the region, and clear, empathetic communication under pressure.

Nice to have

• Background in localization, translation technology, or software integration.


• Prior experience as the sole or remote support coverage for a region or shift.


• Familiarity with support tooling such as Zendesk, Plain, Intercom, Jira/Linear, or Confluence.

Benefits and work setup

• Fully remote role open to candidates based in APAC time zones who can own a full business day inside the 00:00–09:00 UTC window.


• Competitive compensation in a multicultural remote team with a culture built around flexibility, transparency, and ownership.