We are the Japan base of Empiric Earth, a physical AI company launched in September 2026 through the merger of Nauto and Nexar. Empiric Earth's mission is "Give the physical world a memory, and give every machine the experience to act on it." Drawing on real-time driving data from more than 50 countries and over 10 billion miles (16 billion km) of real-world driving data, we provide an AI-powered safety and fleet management platform.

In Japan, we provide Nauto, a safe fleet management platform built around AI dashcams. By focusing on driver behavior, which accounts for nearly 80% of traffic accidents, our AI detects and warns against risky driving such as distraction and drowsiness, aiming for zero accidents. Adopted by over 700 companies nationwide, our measurable results include a 73% reduction in accidents, 60% lower insurance costs, 30% lower fuel expenses, and a 90% drop in management workload.

【Job Summary】

In this role, you will handle technical inquiries from existing Nauto customers, including key accounts—managing everything from root cause analysis to customer responses and recurrence prevention.

Among a wide range of inquiries covering hardware, software, and billing, you will investigate logs, isolate issues for cases requiring technical judgment, and finalize responses to customers. You will also help improve the product by escalating issues to the US engineering and QA teams.

Our customer support team is small and agile. We are looking for someone who can work closely with frontline support, improve response workflows using AI, organize internal knowledge, and help build a more efficient support operation.

【Missions】

1. Technical inquiries

• Communicate with customers via phone, email, and Salesforce; track and report issues.

• Troubleshoot and run initial diagnostics on web apps, onboard devices (hardware), and connectivity issues.

• Lead issue resolution by partnering with internal QA and engineering teams.

2. Response Quality Assurance

• Review and finalize response drafts prepared by frontline support members and AI tools.

• Maintain high-quality responses for key accounts.

3. Escalation and product improvement

• Document reproduction steps for unresolved issues, escalate them to the US HQ engineering/QA teams via Jira, and follow through until resolution.

• Collaborate with the product team using customer feedback to drive product improvements.

• Work closely with Sales and Operations to minimize business impact during incidents.

4. Process building

• Create and update internal and customer-facing FAQs and knowledge base articles.

• Improve support workflows using AI.

【Requirements】

Mandatory Experience / Knowledge:

• 3+ years of experience in B2B customer or technical support.

• Proven track record in technical troubleshooting (e.g., log analysis, issue isolation).

• Basic technical understanding of firmware, OS, web browsers, networking, and cloud services.

• Native-level Japanese proficiency.

• Business-level English proficiency (reading, writing, and attending meetings with the US HQ team).

Preferred Requirements:

• Support experience covering both hardware and software (IoT, connected vehicles/telematics, SaaS, etc.).

• Hands-on experience with Salesforce, Jira, and Confluence.

• Experience utilizing generative AI tools in daily workflows.

• Experience planning and creating internal and customer-facing FAQ/knowledge content.

• Experience in a startup or small team wearing multiple hats to drive results.

Ideal Candidate Profile

• Collaborates across teams to move things forward without being limited by department or role.

• Thinks independently to plan, execute and improve logically.

• Uncovers hidden issues through clear communication.

• Pays close attention to detail and cares about the accuracy of every answer sent to customers.

Interview Process

• 1st Interview: Hiring Manager and team members

• Final Interview: Country Manager (Japan)

Benefits & Perks

• Full social insurance coverage

• Commuting allowance

• Free breakfast (9:00–10:00 AM) and office snacks available all day

• Team lunch stipend

• Wellness, learning, and leisure allowance

• Car allowance / Transportation support

WHO WE ARE

Empiric Earth holds a record of how the physical world behaves. 300M+ real-world miles are captured every month across 98% of US roads and 50 or more countries, built on more than 10 billion miles of driving history and 60 million edge cases, de-identified. Because Empiric Earth does not build vehicles, pick winners, or compete with the systems it measures, developers, automakers, fleets, insurers and public agencies can rely on it as independent ground truth. Empiric Earth was formed in 2026 through the merger of Nexar and Nauto.