Technical Support Specialist Level 1 (MDM/EMM)

TL;DR

Technical Support Specialist Level 1 (MDM/EMM): Providing post-sales technical support and troubleshooting for mobile and IoT device management solutions with an accent on networking fundamentals, OS diagnostics, and case management. Focus on replicating customer environments using virtualization and cloud platforms to resolve complex application issues.

Location: Tokyo, Japan

Company

hirify.global delivers best-in-class mobile and IoT device management solutions globally.

What you will do

• Provide post-sales technical support via phone, email, and remote diagnostic tools.
• Investigate, troubleshoot, and resolve customer issues by replicating environments.
• Manage case hygiene and keep customers informed on progress to ensure transparency.
• Support customers with MDM/EMM solutions and share best-practice guidance for product usage.
• Utilize virtualization and cloud platforms (VMware, AWS, Azure) to validate solutions.
• Create JIRA tickets to report bugs and product improvements to the development team.

Requirements

• 2–4 years of experience in technical support or a customer-facing IT role.
• Degree or Diploma in Computer Networking, IT, Computer Science, or a related technical field.
• Strong understanding of networking fundamentals (OSI model, firewalls, protocols, subnetting).
• Hands-on knowledge of Windows desktop and server operating systems and SQL.
• Familiarity with Android, iOS, and Windows mobile platforms.
• Bilingual proficiency: Native Japanese and professional English required.
• Location: Must be based in Tokyo, Japan.

Nice to have

• Knowledge of MDM/EMM/UEM solutions.
• Experience with SSO/Identity & Access Management solutions (Okta, Azure AD, Ping).
• Proficiency with tools like Salesforce, Jira, or Power BI.

Culture & Benefits

• Culture emphasizing personal growth, continuous innovation, and fun.
• Fast-paced environment with global reach and opportunities to make a significant impact.
• Access to leading-edge technologies and collaboration with global tech giants.
• Highly collaborative and agile team environment.