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Randstad Logo Randstad · IT - Software Development

Product Support Analyst

Japan, Tokyo 10000000.00 - 15000000.00 JPY / Year · Job Posted April 12, 2026
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Job Description

Play a key role supporting clients in the Japan/APJ market in collaboration with a global team. As a member of our Global Intelligence - Services team, this role is responsible for driving problem resolution, product bug escalations, and supporting the implementation and operation of our threat intelligence solutions for our clients.

Job Responsibility

  • Front and back-end support of the company's web application interface, and API endpoints
  • Provide explanations of certain product feature functionality, as well guide clients on how to find solutions in our platform
  • Support deployments of company's Intelligence data in customer environments, including SIEMs, ticketing systems, incident response tools, and SOAR products
  • Support productized integration solutions across a variety of enterprise security architectures, applications, and tools
  • Work with our Product and Development teams in escalation of incidents as well as assisting with advocating for product enhancements on the client’s behalf
  • Manage multiple projects and tasks in a dynamic, fast-paced environment
  • Work live APJ business hours (9am - 5pm JST)
  • Participate in on-call rotation to help with emergency off-hours support coverage

Requirements

  • Business-level Japanese & English
  • 3+ years in Japan's IT/SaaS industry
  • 2+ years in a SaaS / Product Support role
  • Experience supporting SaaS customers & fixing app issues
  • Work experience in information security or Cybersecurity
  • Effective technical communication skills
  • Knowledge of basic network & internet protocols
  • Ability to work independently and proactively
  • Strong problem-solving & troubleshooting skills

Nice to have

  • Familiar with cyber security/threat intelligence
  • A+, Network+, Security+, or HDI-CSR certification
  • Experience with SIEMs & other security tools
  • Experience with REST APIs and JSON
  • Experience with ticket systems (Zendesk, JIRA)

What we offer

  • 健康保険,雇用保険
  • 日曜日,土曜日,祝日
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