L2 Support Engineer - Japanese Speaking

Location: Remote in Texas, Florida, California, or Washington, United States; Chicago city limits excluded. Set schedule: Sunday–Thursday, 6pm CT–3am CT, with rotating weekend on-call duties approximately every two months.

Base salary hiring range for roles based in California, Colorado, Maryland, New Jersey, or Washington: $75,000–$85,000 per year.

Company

hirify.global provides a unified IT operations platform for endpoint management, autonomous patching, backup, and remote access for nearly 40,000 customers in 140+ countries.

What you will do

• Review Level 1 support tickets, prioritize troubleshooting, and manage customer follow-up.
• Verify policies, organization and device configurations, integrations, and previous troubleshooting steps.
• Reproduce issues such as scheduled actions not triggering, patch failures, and remote connection failures while collecting logs, screenshots, and supporting data.
• Identify existing solutions or workarounds and communicate them to customers; prepare complete data for Level 3 and bug escalations when needed.
• Collaborate with Engineering, Customer Success, QA, Product Management, and other teams to resolve critical product issues and reduce resolution time.
• Deliver product or technology training and create knowledge base articles covering issues and resolutions.

Requirements

• Associate’s degree in Computer Science or equivalent work experience.
• Fluent Japanese and English required.
• At least 2 years of experience in customer service or technical support.
• Proficiency in Windows troubleshooting, including Windows Registry and services; working knowledge of macOS and a general understanding of Linux distributions.
• Excellent oral and verbal communication skills, sound judgment when prioritizing by customer impact, adaptability, and strong interpersonal skills.
• Understanding of a virtualization platform and basic networking.
• Ability to work independently with limited supervision and follow the fixed schedule.

Nice to have

• Fluency in macOS troubleshooting.
• Experience with Linux troubleshooting.
• Previous Zendesk experience.
• Previous experience with RMM software.
• A good sense of humor.

Culture & Benefits

• Full-time hybrid-remote work with flexibility needs supported.
• Medical, dental, and vision insurance, life insurance, and a 401(k) plan.
• Unlimited PTO and emphasis on work-life balance.
• Collaborative, kind, and curious work environment with growth and advancement opportunities.
• This position is not eligible for visa sponsorship.