Customer & Product Support Specialist

Summary

Join the front lines of Circadence as part of our Customer Support & Product Support team! We are looking for a detail-oriented and resourceful professional to provide top-tier support to our customers while also performing UI and content testing to ensure a high-quality user experience. This role requires both English and Japanese fluency, as the ideal candidate will support a VIP customer in Japan and contribute to testing a new platform available in both languages.

In this position, you will troubleshoot customer issues, identify and report product bugs, and help improve our processes through effective problem-solving. You must be comfortable working autonomously, making informed decisions, and delivering structured reports to ensure seamless handoffs between shifts.

Company Mission

At Circadence, we are committed to fostering a safer digital world through innovative cybersecurity training. We believe hands-on learning is key to impactful education curriculum and professional training programs. Learning-by-doing upskills cyber students and practitioners, empowering them to apply their knowledge to keep organizations safer amidst evolving digital dynamics and cyber threats. Our immersive labs and gamified learning experiences help academic institutions, enterprises, and governments develop skilled cybersecurity professionals.

Click Here  to see “Project Ares” in action!

Why You’ll Love This Role:

You’ll thrive in this role if you enjoy helping people, identifying and solving problems, testing and troubleshooting digital products, and working independently in a remote environment. If you are proactive, detail-oriented, and eager to contribute to an evolving customer experience, we’d love to hear from you! Additionally, this role provides access to cybersecurity training and is a great opportunity for those interested in expanding their knowledge in the field.

Required Skills and Qualifications:

• 2+ years experience in IT or customer support, with understanding of the customer support ticket lifecycle/software development lifecycle
• Fluency in both English and Japanese (written and spoken) is required.
• Strong troubleshooting skills with the ability to identify, analyze, and resolve customer and product issues.
• Excellent communication and collaboration skills.
• Experience working in a dynamic environment with flexibility to adapt to changing priorities.
• Remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote setting.
• Can independently troubleshoot, utilize a knowledge base, and further investigate to fix a problem.

• Strong organizational skills and attention to detail, with an ability to professionally structure information, reports, and documentation in a visually clear and polished manner.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel)

Nice to Have:

• Background in cyber security
• Degree in Computer Science or related field
• Familiarity with:
  • HTML / CSS
  • Linux and Windows OS
  • PowerBI/Power Automate
• Salesforce administration skills
• UI/UX quality testing skills (e.g. a keen eye for identifying bugs and usability issues)
• A desire to improve processes and services
• Experience managing a customer knowledge base
• Technical background with SaaS products and services

Key Responsibilities:

• Work 100% remotely, covering a standard shift of 3:00 PM – 12:00 AM PST / 8:00 AM – 5:00 PM JST.
  • Participation in a rotating shift for weekends (on-call only) and flexibility during training weeks/as needed.
• Provide technical support and issue resolution for Japanese and English-speaking customers via email, chat, and phone.
• Develop expertise in Project Ares, including features, scenarios, best practices, and common issues.
• Conduct UI/content testing and bug identification for existing platforms and specialized testing for a new platform in Japanese and English.

• Maintain accurate documentation of test findings in Azure DevOps and customer interactions in Salesforce.
• Collaborate with team members and engineering to assess customer needs and drive resolution.
• Build strong customer relationships through proactive communication and support.
• Provide structured end-of-day status updates and ensure smooth handoffs between shifts.
• Report and track product bugs and incidents.
• Advocate for customer needs, providing feedback to improve the product and support processes.
• Other duties/special projects as assigned.

What are the benefits of working at Circadence?

• A highly skilled and collaborative team working on an impactful product.
• A remote-first work environment with flexible work arrangements.
• Opportunities to contribute meaningfully to customer success and product improvement.
• A culture of continuous learning and professional growth.
• Competitive salary and benefits package, including health insurance, 401(k) matching, paid time off, and more.

Compensation: negotiable - $70,000 - $78,000. Circadence is proud to offer medical, vision, and dental insurance, 401(k) plan with company matching, life and accidental death and dismemberment insurance, HSA (with high deductible plan), FSA, critical illness, and accident insurance to all full-time employees, along with generous paid time off and holidays. 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Circadence Corporation is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status, or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law.

Circadence will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

All Circadence employees are expected to actively support diversity on their teams, and in the Company.