On the radar — not actively interviewing. This role sits on our 12-month hiring roadmap rather than today's pipeline. Submit the talent pool form to be considered when we begin interviews.

Technical Support Engineer — Japanese

○ On the radar · talent pool onlyRemoteFULL_TIME / CONTRACTORFocus region: Tokyo

About the role

DogeSMS serves customers in 60+ countries; first-line technical support runs as a follow-the-sun rotation across language regions. This radar role is the Japanese-speaking seat in that rotation, focused on Japan domestic market — by far the most quality-demanding A2P SMS environment we operate in. Japanese customers have among the lowest tolerance globally for ambiguous or imprecise support communication; tickets are expected to use keigo (敬語) honorific levels appropriate to the business context, and incident postmortems should follow the conventions of Japanese enterprise IT (root cause first, mitigation second, prevention third). MIC's strict A2P SMS routing rules mean technical incidents require careful regulatory phrasing. The role is intentionally different from a typical SaaS support seat. Roughly 60% of weekly hours go to working alongside our customer-facing AI agent: reviewing transcripts in Japanese, labelling edge cases for retraining, and partnering with the AI Agent Platform team on evaluation datasets that capture region-specific phrasing ('認証コード', 'ワンタイムパスワード', '送信元番号', '到達率'). The other 40% is direct human support for tickets the agent escalates — integration debugging with customer engineers, payment reconciliation questions, carrier-side delivery investigations. Tokyo-anchored UTC+9 coverage with overlap into Korean and Mandarin seats; covers Japanese banking hours where SMS verification failures spike during morning login peaks.

What you'll do

  • Own first- and second-line technical support for Japanese-speaking customers — primarily async (Intercom / email), with scheduled video sessions for enterprise accounts. Tickets routinely span carrier delivery, API integration, and payment reconciliation.
  • Serve as the language-specific training data partner for our customer-facing AI agent: review Japanese agent transcripts weekly, label correctness, build evaluation datasets that cover regional phrasing nuances ('認証コード', 'ワンタイムパスワード', '送信元番号', '到達率').
  • Translate region-specific technical context for English-language internal hand-offs — when a Japanese customer reports a carrier-side delivery issue, the engineer on the other end of the escalation needs the technical detail in English without losing nuance.
  • Maintain Japanese versions of customer-facing documentation, status page messaging, and incident post-mortems where customer impact warrants region-specific communication.

What we expect

  • Native or near-native Japanese (written and spoken) with technical English at C1+ level — the AI agent training work and internal escalations require fluent English documentation.
  • 2+ years in technical support or technical account management at a developer-facing SaaS, ideally in payments, telecom, or identity / authentication tooling. Experience reading API responses and explaining HTTP error codes to customer engineers.
  • Direct prior experience working alongside AI agents in a support context — you have audited LLM responses, built eval cases, or partnered with an ML team on improving customer-facing agent quality. This is not a "willingness to learn" requirement; it is the primary differentiator for this role.
  • Comfort with the on-call rhythm of distributed-team support: timezone-overlapping with neighboring language seats, English hand-offs at shift change, no expectation of office attendance.

Compensation

On the radar. Compensation is calibrated to local cost of living when we open this role — we publish bands when we begin interviewing, not before. USD-denominated regardless of jurisdiction, contractor or employment depending on your legal situation.

Hiring process

  1. Not actively interviewing right now — this role sits on our 12-month hiring roadmap rather than today's pipeline.
  2. Submit the talent pool form below; we reach out when we begin interviews, typically 4-8 weeks before a public hire.
  3. When the role opens, expect a process similar to our current active openings: a short async exercise, 1-2 conversations with the relevant team, and a scoped paid trial project. We do not run leetcode-style screens.

Join the talent pool

Submit the form below to be considered when this role opens. We typically reach out 4-8 weeks before we begin interviews.

Email careers@dogesms.com →