Technical Support Engineer (Data Protection)

TL;DR

Technical Support Engineer (Data Protection): Providing expert technical support to customers for hirify.global's backup and data security solutions with an accent on troubleshooting complex infrastructure issues and system logs. Focus on resolving client inquiries across virtualization platforms and cloud services while contributing to the company knowledge base.

Location: Must be based in or able to commute to the office in Tokyo, Japan

Company

hirify.global is a global leader in data resilience and security posture management, protecting over 550,000 customers worldwide with solutions for data security, backup, and AI-enabled infrastructure.

What you will do

• Provide expert technical support and troubleshooting for B2B clients via phone, email, and web conferencing.
• Analyze system logs and research complex technical problems to reach resolutions.
• Manage assigned cases in the CRM tool accurately and within defined SLA targets.
• Contribute technical insights and documentation to the internal knowledge base.
• Collaborate with IT professionals to troubleshoot issues involving virtualization and cloud environments.
• Maintain current knowledge of hirify.global product updates and relevant industry technologies.

Requirements

• Fluent Japanese (reading/writing/speaking) is mandatory.
• Previous experience in technical troubleshooting or IT administration.
• Familiarity with REST API concepts.
• Strong time management skills and ability to take ownership of complex issues.
• Capacity to work in a fast-paced environment and explain technical information clearly.

Nice to have

• Experience with Microsoft Azure and Office 365.
• Knowledge of virtualization platforms like VMware ESXi or Microsoft Hyper-V.
• Database administration experience (SQL/Oracle).
• Understanding of TCP/IP, firewalls, and network configuration.
• Windows OS administration background.

Culture & Benefits

• Flexible work-from-home options available.
• 4 extra global hirify.globale Days for personal self-care annually.
• 24 paid volunteer hours through the hirify.global Cares program.
• Flexible Spending Allowance (FSA) covering medical, fitness, and wellness expenses.
• Extensive learning resources including LinkedIn Learning, O'Reilly access, and professional mentoring.