Senior Support Representative (APAC/JST)

About Intento
Founded in 2016, Intento has grown alongside the AI and language technology industry itself - from early machine translation, through the rise of LLMs, to the AI agents we build today. Throughout that shift, the problem we're solving hasn't changed: letting companies speak authentically to every customer and employee, in every language. What's changed is our ability to solve it well.
We've built this fully remotely, with a diverse team spread across the world, held together by a culture of teamwork, ownership, and trust. And because the technology we work with keeps moving, so do we - we don't hold onto an approach just because it used to work. When something changes in the landscape, or in what our customers need, we adjust fast and keep building.
ABOUT THE ROLE
We're looking for an experienced Senior Support Representative to independently own our support coverage during APAC/JST business hours - the sole point of contact for our customers during this shift, inside a 24/7, follow-the-sun rotation alongside our Europe- and Americas-based teams.
This is a senior, largely autonomous role for someone who's already operating at a Senior Tier-1 or Tier-2 level: you'll resolve escalated technical issues and manage enterprise-grade customer relationships independently, without a second line to lean on during your hours. Because of that, we're specifically looking for people who already have hands-on experience supporting large enterprise clients at a B2B SaaS company, and who've personally investigated and owned escalations end-to-end, rather than following someone else's playbook.
This is a customer-facing role - you'll be working directly with Intento's external clients, rather than providing internal IT/helpdesk support to colleagues within a single company.
This role is open to candidates based in APAC time zones able to own a full business day inside the 00:00-09:00 UTC window.
WE ARE LOOKING FOR
Hard skills:
3+ years, hands-on, in Tier-2 / 2nd-line technical support at a B2B SaaS company, supporting that company's external, paying customers (ideally large-enterprise clients)
A track record of independently investigating and resolving escalated technical issues (bug reproduction, 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
Soft skills:
High emotional intelligence - you know when to listen, when to explain, and how to de-escalate
Strong bias toward ownership: you see issues through to resolution, not just first response
Comfortable being the only person online for your region and shift
Clear, confident, and empathetic communicator, especially under pressure
Preferred / Nice to have:
Localization, translation-technology, or software-integration background
Prior experience as the sole/remote support coverage for a region or shift
Familiarity with Zendesk, Plain, Intercom, Jira/Linear, Confluence, or comparable tools
RESPONSIBILITIES
Own end-to-end resolution of escalated (Tier-2) and first-line tickets during the APAC/JST shift
Investigate and resolve complex technical issues using a structured, reproducible troubleshooting methodology
Manage and de-escalate high-stakes conversations with large-enterprise accounts
Escalate to Development/Product only after independent investigation, with findings attached
Build and maintain Knowledge Base content for recurring regional issues
Coordinate clean handoffs with the Europe- and Americas-based support teams
Why Intento?
At Intento, we're solving a problem that looks simple from the outside and isn't: getting AI to translate not just fluently, but correctly - matching a company's own terminology, tone, and compliance requirements. It's a harder, more interesting engineering and product problem than most AI applications get to work on, and it's why global enterprises like Indeed, Hexagon, Strava, Agilent, and Playrix trust us instead of building it in-house.
We're a multicultural team working remotely from different parts of the world, with a culture built around flexibility, transparency, and ownership. We offer competitive compensation and an environment where people are trusted to do their best work.
Join a fast-paced environment where you can directly shape the course of the company.
Get real transparency into business strategy and decisions - you'll understand the big picture and your impact on it.
Enjoy a balance of autonomy and responsibility: make decisions and own outcomes.
Work on a genuinely hard problem - enterprise-grade translation quality - alongside people who've thought deeply about it.
Get hands-on experience deploying AI systems into production for large global companies.
Work alongside a talented team - engineering, linguistic, operational, and beyond - who care about doing the job well and supporting each other.