Technical Support Engineer - Japan (DEX)

Location: Tokyo, Japan; onsite role

Company

hirify.global's Digital Solutions team supports customers using software solutions focused on Digital Employee Experience and endpoint security.

What you will do

• Provide advanced technical support to customers in Japan in Japanese and collaborate with global engineering teams in English.
• Own incidents, requests, escalations, and technical issues through resolution while maintaining high customer satisfaction.
• Investigate customer environments, troubleshoot Windows endpoint and network issues, and prepare diagnostics, logs, and reproduction steps for escalation.
• Translate technical issues, requirements, and resolutions between Japanese customers and global engineering teams.
• Participate in the on-call rotation for critical issues and provide technical recommendations for SaaS and cloud platforms.
• Create Japanese documentation, knowledge base articles, and troubleshooting guides while improving support processes and service quality.

Requirements

• Native-level Japanese, equivalent to JLPT N1, required for reading, writing, and speaking.
• Professional English communication skills required for collaboration with global teams.
• 5+ years of experience in technical support or similar roles.
• Experience supporting and configuring Microsoft Windows endpoints, including endpoint management solutions such as Intune and SCCM.
• Good understanding of networking protocols, including endpoint communication through firewalls and proxy servers.
• Bachelor's degree in Computer Science, a related field, or equivalent experience; strong analytical, troubleshooting, communication, and time-management skills.

Nice to have

• Experience with Digital Employee Experience tools such as Nexthink, Omnissa, Tanium, or ControlUp.
• Knowledge of ITSM tools such as Salesforce, ServiceNow, or Jira.
• Experience working in global support environments.

Culture & Benefits

• Work within a team while independently solving complex technical problems.
• Continuous learning and improvement are part of the role.
• Communication takes place through email, ticket systems, and remote conference calls.
• First-shift schedule aligned with Japan.