Technical Support Engineer (Apple)

TL;DR

Technical Support Engineer (Apple/SaaS): Diagnosing and resolving advanced technical issues with hirify.global products and supporting technologies with an accent on product performance, integration, and bug identification. Focus on collaborating with product development, managing escalations, and providing customer updates.

Location: Remote in Japan. You may be required to work periodically at a hirify.global office or collaborative work location. Must be based in Japan and have sponsorship to live and work in Japan.

Company

hirify.global extends the Apple experience to the workplace, providing deployment, management, and security solutions for Mac, iPad, iPhone, and Apple TV.

What you will do

• Serve as the primary escalation point for advanced technical issues.
• Diagnose and resolve issues across hirify.global products and supporting technologies.
• Track and manage escalations, ensuring established SLAs are met.
• Collaborate with product development and engineering teams to identify and resolve bugs and provide feedback.
• Keep customers informed about the status of their issues and provide regular updates.
• Contribute to internal and external knowledge bases through content creation and review.
• Provide support for customers using APIs and third-party integrations.
• Identify patterns in support cases to improve the product or internal processes.

Requirements

• Minimum 2 years of customer support experience, preferably in a SaaS or technology environment.
• Fluency in both Japanese and English proficiency (verbal and written, including professional corporate communication) is required.
• Strong technical troubleshooting skills, with knowledge of log analysis, debugging, and system diagnostics.
• Familiarity with cloud-based infrastructure (e.g., AWS, Azure, GCP).
• Experience with APIs, web technologies, networking, and databases (e.g., SQL).
• Basic scripting or coding knowledge (e.g., Python, Bash) to assist in automation and troubleshooting.
• Skilled with CRM and support tools (e.g., ServiceNow, Intercom, or similar).
• Must be based in Japan and have sponsorship to live and work in Japan.

Culture & Benefits

• Open, flexible culture based on respect and trust, with freedom to get the job done right.
• Prioritize work-life balance while maintaining connectivity as #Onehirify.global.
• Opportunity for clear and defined customer support career path, and horizontal growth.
• Join a team of technical experts making a real and meaningful impact for over 75,000 global customers.
• Recognized as a Best Company to Work For by U.S. News and Forbes Most Trusted Companies in 2024.