About the Company
Our client is a global leader in Autonomous IT, helping organizations simplify and secure endpoint management through AI-driven automation and real-time endpoint intelligence. Trusted by some of the world's largest enterprises, the company provides a unified platform that enables IT and Security teams to improve operational efficiency, strengthen cyber resilience, and support business growth at scale.
The Opportunity
We are seeking a Technical Support Engineer to join a high-performing customer support team. In this role, you will be responsible for resolving complex technical issues, providing expert guidance to customers, and ensuring an exceptional support experience. You will collaborate closely with engineering and support teams while developing deep expertise across endpoint management, security, networking, and troubleshooting.
Key Responsibilities
- Triage and manage inbound technical support cases.
- Investigate, troubleshoot, and resolve customer issues in a timely manner.
- Collaborate with fellow support engineers on complex technical cases.
- Provide technical guidance and answer customer questions through community and support channels.
- Document troubleshooting processes, solutions, and best practices.
- Track support activities, identify root causes, and provide detailed reporting.
- Act as a subject matter expert in testing, diagnostics, and troubleshooting.
- Partner with engineering teams by testing products and providing feedback to enhance the customer experience.
- Contribute to continuous improvement initiatives across support operations.
Required Qualifications
- Fluent Japanese language skills.
- Associate degree or equivalent professional experience.
- 3+ years of experience in one or more of the following areas:
- Networking
- Cybersecurity
- IT Operations
- Scripting
- Programming
- Strong experience with Enterprise Windows
- Experience with scripting languages such as PowerShell, Python, Bash, or VBScript.
- Ability to learn and adapt to new technologies quickly.
- Experience troubleshooting complex technical issues.
- Sound decision-making skills and strong attention to detail.
