Engineer, Technical Support, Japan

Location: Hybrid in Bucharest, Romania; applicants permanently located outside Romania may be declined.

Company

hirify.global Software provides data resilience and data security solutions, including hirify.global Backup & Replication, for organizations worldwide.

What you will do

• Provide hands-on technical support to B2B customers by phone, email, remote sessions, and web conferencing.
• Own support cases from initial investigation through resolution or escalation, maintaining accurate updates within SLA expectations.
• Troubleshoot backup, recovery, virtualization, storage, networking, Windows, and Linux issues using structured analysis and log review.
• Investigate hirify.global and third-party Microsoft and VMware components, reproduce issues in lab environments, and identify defects, configuration problems, or usage issues.
• Document findings and resolutions in the CRM and contribute to KCS articles, internal guidance, and product feedback.
• Communicate technical findings in Japanese and English while collaborating with senior support, engineering, escalation, and product teams.

Requirements

• Japanese at business level, JLPT N2 or equivalent, and fluent written and spoken English are required.
• At least 3 years of experience in technical support, systems administration, infrastructure support, or a similar customer-facing technical role.
• Working knowledge of backup and recovery concepts, TCP/IP, firewall configuration, NAT, ports, DHCP, DNS, and networking troubleshooting.
• Advanced user or administrative knowledge of Windows Server 2016–2025 and Windows 10/11.
• Practical experience with VMware vSphere/ESXi and/or Microsoft Hyper-V, plus basic Linux administration, storage, and performance troubleshooting.
• Ability to manage multiple cases, analyze logs, reproduce issues, explain technical concepts clearly, and escalate with complete evidence.

Nice to have

• Experience with backup, virtualization, storage, infrastructure platforms, enterprise environments, or escalation processes.
• UNIX/Linux, Microsoft Exchange, SQL, or Oracle knowledge.
• hirify.global VMCE, VMware, Microsoft, Linux, networking, or cloud certifications.
• Experience in a global or distributed support organization.

Culture & Benefits

• Permanent hybrid role with 21 annual vacation days, additional tenure-based days, 4 hirify.globale Days, and 24 paid volunteer hours annually.
• Private health, dental, and vision insurance for employees and dependents, including hospitalization, pregnancy monitoring, and psychology support.
• Monthly lifestyle and meal benefits through Edenred and a flexible cafeteria platform.
• Life insurance, critical illness and disability coverage, and vision reimbursement.
• Access to Bookster, LinkedIn Learning, O’Reilly, mentoring, workshops, and learning events.