Kazuki Horiguchi
@kazukihoriguchi
Senior Technical Support Engineer specializing in 24/7 global enterprise SaaS, technical integrations, and leadership-driven incident resolution.
United StatesWhat I'm looking for
I’m a bilingual (English/Japanese) Senior Technical Support Engineer with 15+ years specializing in troubleshooting complex issues and delivering exceptional support in 24/7 global environments. I lead technical escalations with a strong focus on root-cause analysis and timely resolutions across B2B platforms and enterprise SaaS.
I’ve managed high-severity incident operations by partnering closely with Engineering and Product teams, translating customer pain points into action. I’m proud of consistently meeting 100% of case SLAs and improving service reliability—strengthening SLA compliance from 75% to 100% through improved workflows and team coaching.
In my recent role, I delivered Salesforce Marketing Cloud support for enterprise customers with premium entitlements, coordinating global operations as part of a Japan nightforce team. I led resolutions across Journey Builder, Automation Studio, Email Studio, data extensions, and API-driven workflows—using SQL, Kibana, Splunk, Foglight, and Tableau to drive operational excellence.
I also bring program and leadership depth: mentoring and managing teams of 5–8 engineers, orchestrating regulatory compliance initiatives across four regions, and building ML/AI-based automation to enhance performance. I enjoy bridging stakeholders to drive scalable support operations, privacy compliance (GDPR/CCPA/CAN-SPAM), and continuous improvements based on enterprise feedback.
Experience
Work history, roles, and key accomplishments
Led delivery of Salesforce Marketing Cloud support for enterprise customers with premium entitlements, coordinating 24/7 global operations for the Japan Nightforce team. Resolved complex issues across Journey Builder, Automation Studio, and Email Studio, managed high-severity escalations with Engineering/Product, and developed ML/AI-based automation to improve team performance.
Managed and mentored a U.S. B2B support team of 5–8 engineers, improving SLA compliance by 25% (75% to 100%) through coaching and process improvements. Coordinated with EMEA/APAC teams, led critical incident management, and supported law-enforcement fraud investigations to prevent and takedown fraudulent SMS/voice operations.
Supported Vonage communication APIs for SMS, voice, and phone verification integrations by troubleshooting, reproducing, and escalating complex software issues. Managed Zendesk workflows with engineering coordination via JIRA, and analyzed program logs using SQL, Tableau, and Kibana to drive timely resolutions.
Delivered advanced technical customer support across the social platform, leveraging MarinOne expertise to resolve complex issues. Mentored and trained the support team, built a specialized team for high-touch technical support, and used API calls and SQL to proactively prevent and address issues with global teams.
Supported Japanese- and English-speaking customers across search, display, and social platforms, documenting and translating technical guidelines and troubleshooting articles for global teams. Used SQL to analyze datasets for data-driven decision-making, and acted as a liaison between U.S. and Japan offices while leading internal training initiatives.
Ops/Front End Dev & DB
Fujisan Magazine Service
Nov 2011 - May 2012 (6 months)
Worked as an Ops/Front End Developer/Database Engineer, supporting operational workflows and contributing to front-end and database work for service delivery.
Marketing Strategist & Translator
Growbutton.Inc
Feb 2012 - Mar 2012 (1 month)
Consulted as a marketing strategist and translator, supporting marketing-related strategy work and Japanese-English communication needs.
Education
Degrees, certifications, and relevant coursework
West Virginia Wesleyan College
Bachelor of Science, Business Administration
Earned a Bachelor of Science in Business Administration from West Virginia Wesleyan College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Kazuki?
You can contact Kazuki and 90k+ other talented remote workers on Himalayas.
Message KazukiFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
