Silicon Valley Product Support Operations Lead (JP/EN)

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

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).