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Tech Stack
Tools & technologiesCloudITSMSwift
About the role
Key responsibilities & impact- Contribute to building Customer Support Operations and collaborate with engineers
- Provide product information, enable troubleshooting, and streamline escalations
- Monitor and initially triage Jira support queues from 9:00 AM–5:00 PM weekdays PT across mobile apps and backend systems
- Classify severity, troubleshoot reproducible issues, verify context, and route issues to appropriate teams
- Oversee incident response workflows and unblock critical issues
- Track operational performance metrics and ticket resolution against defined SLOs
- Intervene on stalled issues and manage Severity 1 escalations to on-call engineers via Slack/Jira
- Oversee daily and weekly transition handovers
- Report operational performance to executive and external stakeholders weekly/monthly
- Liaise between core development teams, executive management, and regional global offices
- Create and maintain FAQs, product manuals, and knowledge base articles
- Lead product content creation, localization, and review processes
- Build and scale localization processes for multiple languages and manage vendor relationships
- Lead projects for product launches and feature rollouts
- Analyze workflows and implement tools and best practices for continuous improvement
- Establish systems to collect, analyze, and synthesize customer feedback into product recommendations
Requirements
What you’ll need- 3+ years in Product Operations, ITSM, Technical Support Management, TAM roles, Customer Operations, or Localization
- 5+ years of total professional experience, including L2/L3 support background
- Full professional fluency in Japanese (native/equivalent)
- Business-level English, written and spoken
- Outstanding cross-functional communication and triage judgment under pressure
- Ability to build relationships and influence cross-functional teams across regions
- Hands-on experience with Jira, incident workflows, and support tools
- Familiarity with mobile applications, cloud services, or connected vehicle/automotive software
- Proven track record of optimizing scalable processes, setting up operational KPIs, and translating data into actionable insights
- Passion for understanding customer needs and advocating for customer experience
- Self-motivated, highly organized, and effective in a fast-paced environment
- Ability to read or debug basic code (GitHub, Swift, Server Logs) preferred
- Background in automotive or connected vehicle technology preferred
- User research experience preferred
- Knowledge of product documentation best practices preferred
Benefits
Comp & perks- Competitive compensation
- Excellent benefits
- Startup environment and vibrant culture
- Opportunity to contribute to impactful work addressing business and environmental challenges
- Opportunity to work on innovative automotive products and product categories at Honda