Support Engineer (Audio/Video)

TL;DR

Support Engineer (Audio/Video): Managing escalated Tier 3 technical issues for audio and video devices with an accent on fault isolation, Microsoft Teams Rooms, and Zoom Rooms integration. Focus on driving ticket resolutions, conducting onsite support for partners in Japan, and training support staff to maintain high service standards.

Location: Must be based in Tokyo, Japan

Company

hirify.global creates intelligent audio and video solutions designed to enhance human connection and business collaboration.

What you will do

• Resolve complex technical issues escalated from lower support tiers.
• Drive and own tickets originating from the Japanese market as the primary point of contact.
• Conduct onsite support visits for partners and customers as needed.
• Maintain deep technical expertise in audio/video technology and infrastructure.
• Provide structured training and knowledge updates to Tier 1 specialists.
• Collaborate with global teams to update internal support knowledge bases.

Requirements

• Native Japanese speaker with professional fluency in English.
• Bachelor’s degree in a related technical field or equivalent experience.
• Significant professional experience in a Tier 3 support or similar technical role.
• Deep understanding of modern audio/video technologies and collaboration tools like Teams Rooms and Zoom Rooms.
• Proficiency in fault isolation, logic-based testing, and cross-platform (Windows, macOS, Linux, mobile) configuration.
• Ability to travel domestically up to 30% of the time.

Culture & Benefits

• Focus on continuous learning and professional development through peer sparring and knowledge sharing.
• Opportunity to influence product improvements and business cases internally.
• Inclusive, merit-based environment with equal consideration for all applicants.
• Engaging, urgency-driven team culture focused on customer advocacy.