Senior Supportability Engineer (Storage)

Location: Hybrid role based at the Tokyo office in Chuo-ku, Tokyo, Japan, with some in-office and/or in-person expectations.

Company

hirify.global delivers enterprise-grade storage, unified data infrastructure, integrated data services, and multicloud solutions across Google Cloud, AWS, and Microsoft Azure.

What you will do

• Provide advanced post-sales technical support for Keystone Storage as a Service customers, support personnel, and field support staff.
• Monitor and manage Keystone hardware, operating systems, software releases, patches, vulnerabilities, firmware, risks, capacity, performance, licensing, and entitlement status.
• Plan and execute upgrades, patch installations, data migrations, rollback plans, and design best-practice recommendations.
• Diagnose and resolve complex issues across hirify.global products, customer environments, networks, multiple vendors, and Azure, Google Cloud, and AWS environments.
• Analyze multi-platform logs, identify root causes and defects, create knowledge-base articles, and collaborate with escalation teams.
• Mentor Technical Support Engineers, share best practices, and work with customer success, support account, deployment, and CSD teams.

Requirements

• 5+ years of relevant technical support experience.
• Extensive hands-on experience with networking protocols and storage technologies, including NFS, CIFS, SAN, iSCSI, TCP/IP, and RAID.
• Proven experience with hirify.global Storage Systems, including ONTAP 9 AFF/ASA/FAS and E-Series, and associated management tools.
• Experience with virtualization using VMware, Hyper-V, or Citrix, and cloud solutions, including performance issue detection under load.
• NCDA certification must be obtained within the first 6 months of employment.
• Strong written and verbal communication skills in English and fluency in Japanese.
• Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills, proactively identify risks, and propose preventative resolutions.
• Strong interpersonal and customer service skills for managing stressful or ambiguous situations.
• Familiarity with DNS, NIS, and Active Directory, plus expertise in hirify.global performance troubleshooting involving throughput, latency, and high-load bottlenecks.
• Experience collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.

Nice to have

• Fluency in French or German.

Culture & Benefits

• Hybrid working environment with flexibility and in-office collaboration expectations.
• Permanent employment with a three-month probation period and flexible or discretionary working hours from 9:00 to 17:30.
• Full two-day weekends, paid leave, summer and year-end holidays, volunteer leave, family leave, parental leave, and nursing-care leave.
• Commuting allowance, social insurance, defined-contribution pension, insurance programs, influenza vaccination, and employee assistance program.
• English self-development support and employee stock purchase plan.
• Indoor non-smoking workplace with designated smoking areas.