Senior Support Representative – APAC/JST

🕒 Yesterday

🇹🇭 Thailand – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Intento, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

Intento, Inc. is a company specializing in machine translation and multilingual generative AI platforms for global businesses. They provide solutions that deliver immediate and personalized language experiences across various software systems, supporting over 650 languages. Intento offers services such as localization, customer and employee experience enhancements, and integrates with multiple enterprise applications like Confluence, Jira, Microsoft, and more. Their platforms aim to optimize language translation and content production for enterprise clients, saving costs significantly and enabling efficient multilingual communications.

📋 Description

• Independently own support coverage during APAC/JST business hours • Serve as the sole customer support point of contact during the assigned shift • Participate in a 24/7 follow-the-sun rotation with Europe- and Americas-based teams • Resolve escalated technical issues • Investigate bugs, reproduce issues, and perform root-cause analysis • Manage enterprise-grade customer relationships and high-stakes escalations end-to-end • Work directly with Intento's external clients rather than providing internal IT/helpdesk support • Own a full business day within the 00:00–09:00 UTC window • Collaborate with engineering, linguistic, operational, and other teams

🎯 Requirements

• 3+ years of hands-on experience in Tier-2 / 2nd-line technical support at a B2B SaaS company • Experience supporting external, paying customers, ideally large-enterprise clients • Track record of independently investigating and resolving escalated technical issues, including bug reproduction and root-cause analysis • Experience personally managing high-stakes enterprise escalations, including difficult or upset stakeholders • Fluent written and spoken English • Working knowledge of HTML, RESTful APIs, and debugging/troubleshooting fundamentals • High emotional intelligence and ability to de-escalate • Strong ownership of issues through resolution • Comfortable being the only person online for the region and shift • Clear, confident, and empathetic communication under pressure • Localization, translation-technology, or software-integration background preferred • Prior sole/remote support coverage for a region or shift preferred • Familiarity with Zendesk, Plain, Intercom, Jira/Linear, Confluence, or comparable tools preferred

🏖️ Benefits

• Competitive compensation • Fully remote work • Flexible work environment • Transparency into business strategy and decisions • Autonomy and responsibility in decision-making • Hands-on experience deploying AI systems into production for large global companies • Opportunity to work on enterprise-grade translation quality • Collaboration with engineering, linguistic, and operational teams