Technical Support Engineer (Golf Tech)

TL;DR

Technical Support Engineer (Golf Technology): Providing software and installation support for hirify.global Range technology with an accent on incident response, troubleshooting, and technical documentation. Focus on resolving complex technical challenges, collaborating with multi-tier engineering teams, and optimizing support processes within the ITIL framework.

Location: Fully Remote (Japan)

Company

A company developing advanced tracing technology for TV and gamification for golf ranges to enhance the sporting experience globally.

What you will do

• Act as the first responder for incident support tickets and phone calls.
• Troubleshoot technical issues by gathering and analyzing information to determine optimal resolutions.
• Collaborate with Tier 2 and Tier 3 technicians to resolve complex problems following ITIL processes.
• Document recurring issues and automate solutions to drive continuous improvement.
• Maintain monitoring tools and alerting mechanisms to facilitate round-the-clock support of customer systems.

Requirements

• Experience in technical or customer support environments within the IT field.
• Knowledge of third-party software applications such as Slack and Datadog.
• Experience working within an ITIL framework to investigate and resolve issues.
• Strong communication skills to convey technical information to diverse audiences.
• Proven ability to troubleshoot and prioritize tasks in high-pressure environments.
• Must be based in Japan

Culture & Benefits

• Mission-driven culture based on values of Caring, Courage, One Team, Fun, and Excellence.
• Fully remote work arrangement.
• Clear growth opportunities through a defined Career Map.
• Collaborative environment focused on innovation in sports technology.