Solution Support Manager

Rokt is scaling rapidly in Japan and across APAC, and our teams need local, high-velocity Solutions support to protect client experience, reduce timezone friction, and reliably hit launch timelines. This role bridges the gap between Rokt’s centralized global Solutions capability and the on-the-ground execution needs of Japan—providing technical consultation, implementation execution support, and fast, high-quality problem solving across ecommerce solutions and Ads tracking/integrations.

You will be expected to operate with increasing autonomy, execute recurring workstreams reliably, and improve how we work through lightweight, scalable process and documentation—using AI as a force multiplier—while knowing when to escalate for leverage or risk management.

• →Own Japan business-hours implementation support and technical problem-solving for assigned ecommerce and Ads accounts, ensuring projects progress quickly with minimal timezone dependency.
• →Lead and coordinate moderately complex integrations and launches end-to-end (e.g., web SDK, iOS/Android SDK, server-to-server/API integrations), including testing support, QA readiness, troubleshooting through launch, and post-launch stabilization.
• →Act as a trusted technical partner to Account Management / Sales: translate technical constraints, options, and risks into clear client-facing guidance that protects timelines, quality, and commercial outcomes.
• →Diagnose and resolve technical issues and discrepancies rapidly (including tracking/measurement scenarios), escalating effectively to Engineering/Product/central Solutions with crisp context and proposed paths forward.
• →Build and maintain scalable operating rhythms and playbooks (checklists, templates, decision trees, handoffs), leveraging AI tools to reduce manual work, improve response speed/quality, and increase consistency as we grow.

• You’re ready to own well-defined work independently and manage recurring workstreams with autonomy while contributing process improvements and mentoring peers .
• 3+ years of experience in Solutions Engineering, Solutions Consulting, Technical Account Management, Implementation, or Technical Support in a client-facing environment (ecommerce, advertising/measurement, martech, payments, or SDK+API platforms preferred).
• Strong technical fluency: comfortable discussing SDKs, APIs, event/data flows, QA/testing, and diagnosing integration issues with both technical and non-technical stakeholders.
• Proven ability to manage multiple concurrent workstreams, prioritize effectively, and execute with high quality and speed (Bias for Action + Own the Outcome).
• Strong cross-functional collaboration and communication skills: able to align GTM, Product, Engineering, and Operations around a shared plan, risks, and next steps.
• Builder mindset and cultural alignment: you take ownership, look for ways to raise the bar, and actively use AI to automate repetitive work, improve analysis, and increase execution velocity.
• Language: business-level English required & native level Japanese required for Japan client delivery