Technical Support Manager

📍 Job Overview

• Job Title: Technical Support Manager
• Company: Gainsight
• Location: Tokyo, Tōkyō, Japan
• Job Type: On-site
• Category: Web Technology
• Date Posted: July 7, 2025
• Experience Level: Mid-level
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Provide high-quality technical support for the Gainsight platform to customers across Japan, resolve technical issues through various communication channels, and ensure customer success with the platform.
• Key Skills: Technical Support, Problem Solving, Multitasking, Troubleshooting, SaaS, Communication, Customer Service, Google Suite, SQL, Relational Databases, Ticketing Systems.

💻 Primary Responsibilities

• 📞 Provide Technical Support: Handle customer inquiries via phone, email, and chat channels, utilizing desktop sharing when needed.
• 🛠 Diagnose and Troubleshoot: Identify and resolve technical issues related to the Gainsight platform, escalating to internal teams when necessary.
• 📝 Document Interactions: Maintain detailed records of customer interactions using the proprietary ticketing system.
• 🤝 Manage Expectations: Serve as a liaison between customers and internal departments, managing customer expectations throughout the support process.
• 🎯 Meet Service Level Agreements (SLAs): Collaborate with L1, L2, and L3 support organizations to meet response and resolution time SLAs.
• 📚 Research and Document: Investigate and document customer technical issues to improve support processes and knowledge base.
• 📢 Keep Up-to-Date: Stay informed about company product updates and new features to effectively assist customers.
• 🤝 Partner on Strategic Projects: Collaborate with technical support team members on various strategic initiatives to enhance customer experience and platform adoption.

🎓 Skills & Qualifications

Education: A technical degree in a related field or equivalent work experience.

Experience: 2-3 years of experience in a technical support role.

Required Skills:

• Strong problem-solving, multitasking, and troubleshooting skills.
• Excellent communication skills in Japanese and English.
• Proven ability to comprehend technical issues, from simple to complex.
• Experience working with Google Suite (or similar) applications.
• Familiarity with ticketing system structures (Zendesk preferred).
• Experience working with relational databases and SQL.

Preferred Skills:

• Experience working with Salesforce or similar SaaS platforms.
• Knowledge of the Japanese customer support landscape and best practices.

📊 Portfolio & Project Requirements

• Portfolio Essentials: Not specified for this role.
• Technical Documentation: Not specified for this role.

💵 Compensation & Benefits

• Salary Range: Not specified. Research indicates the average salary for a Technical Support Manager in Japan is around ¥6,000,000 - ¥8,000,000 per year (approximately $50,000 - $67,000 USD).
• Benefits: Not specified. Common benefits for mid-level technical roles in Japan include health insurance, pension plans, commuting allowances, and performance bonuses.

🎯 Team & Company Context

🏢 Company Culture

• Industry: Software as a Service (SaaS) and Customer Success.
• Company Size: Medium-sized (200+ employees).
• Founded: Not specified.
• Team Structure: The technical support team consists of L1, L2, and L3 support organizations, working together to meet service level agreements (SLAs) and ensure customer satisfaction.
• Development Methodology: Not specified. However, Gainsight's focus on customer success and continuous improvement suggests an Agile or iterative development approach.

📈 Career & Growth Analysis

• Web Technology Career Level: Mid-level Technical Support Manager, responsible for leading a team of technical support professionals and ensuring high-quality customer support for the Gainsight platform.
• Reporting Structure: Reports directly to the Director of Customer Support or a similar role, collaborating with cross-functional teams to improve customer experience and platform adoption.
• Technical Impact: Directly influences the technical support process, ensuring high-quality customer interactions and driving customer success with the Gainsight platform.

🌐 Work Environment

• Office Type: On-site office in Tokyo, Japan.
• Office Location(s): Tokyo, Japan.
• Workspace Context: Not specified. However, Gainsight's focus on customer success and collaboration suggests a collaborative workspace with access to necessary tools and resources for technical support professionals.

💡 Interview Preparation

• Technical Questions: Expect questions related to problem-solving, troubleshooting, and customer support skills, as well as technical knowledge of the Gainsight platform and related technologies.
• Company & Culture Questions: Prepare for questions about Gainsight's customer success focus, company values, and team dynamics.
• Portfolio Presentation Strategy: Not applicable for this role.

📌 Application Steps

To apply for this Technical Support Manager position:

1. Submit your application through the application link provided.
2. Prepare a detailed resume highlighting your technical support experience, problem-solving skills, and familiarity with relevant technologies.
3. Research Gainsight's customer success focus and company values to demonstrate your fit for the role and cultural alignment.
4. Prepare for technical and behavioral interviews, focusing on your problem-solving skills, customer support experience, and technical knowledge of the Gainsight platform.

📝 Enhancement Note: The provided job description does not include specific salary information. Based on market research, the average salary for a Technical Support Manager in Japan is around ¥6,000,000 - ¥8,000,000 per year (approximately $50,000 - $67,000 USD). However, this range may vary depending on the candidate's experience, skills, and the company's compensation structure.