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Mid-level generalist role in Bangalore with common title but Japanese requirement narrows pool.
Technical support skills transferable, but Japanese client-facing and product-specific knowledge increase domain specificity.
Multiple mandatory technical skills plus Japanese fluency and customer-facing experience required.
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Provide technical troubleshooting and resolution for Guidewire customers using Guidewire software including cloud and on-premise deployments.
Manage customer support cases within SLA, communicate status updates clearly to customers including Japanese clients, and create knowledge articles to assist in problem resolution.
Perform operational tasks for cloud services provisioning and collaborate globally in 24x7 Follow-the-Sun support model with occasional weekend shifts.
Bachelor’s Degree in Computer Science or related field.
Minimum 2 years’ experience in customer-facing technical support or related roles.
Proficient in Java, Spring Boot, microservices architectures, RESTful APIs, SOAP Web Services, and SQL databases (Postgres, Oracle).
Fluent in English and Japanese (JLPT N1/N2 level preferred) with client-facing experience supporting Japanese customers.
Experienced in B2B software support and familiar with cloud applications and infrastructure.
Comfortable working in a global follow-the-sun support environment with responsibility for incident management and process improvements.
Skilled in interpreting advanced diagnostic tools (heap/thread dumps, AWR reports, Datadog) and comfortable explaining complex technical concepts to varied audiences.