Sr. Technical Support Engineer (Networking)

TL;DR

Sr. Technical Support Engineer (Networking): Providing Tier 2/3 technical support for service provider, data center, and wireless products with an accent on network protocol troubleshooting and issue resolution. Focus on performing lab replications, collaborating with engineering teams, and mentoring other engineers to ensure high-quality customer service.

Location: Hybrid in Tokyo, Japan (minimum 2 days a week in office)

Company

hirify.global provides cloud-driven networking solutions leveraging machine learning, AI, and automation for over 50,000 customers globally.

What you will do

• Provide Tier 2/3 technical support to partners and customers via phone, email, and web.
• Analyze and resolve complex issues involving service provider, data center, and wireless products.
• Collaborate with Software and Hardware Engineering teams to drive problems to resolution.
• Perform lab simulations and replications to test fixes and identify root causes.
• Document cases clearly to ensure efficient escalations and handoffs.
• Develop subject matter expertise and mentor other team members.

Requirements

• Location: Must be based in Tokyo, Japan
• Languages: Business and conversational proficiency in both English and Japanese (JLPT N1 or equivalent required).
• Strong troubleshooting skills for networking protocols including OSPF, BGP, and MPLS.
• Ability to manage high work volumes under time-bound constraints.
• Strong communication and organization skills.

Nice to have

• Experience with OpenStack and/or Kubernetes.
• CCNA, CCNP, and/or CCIE certifications.

Culture & Benefits

• Standard working hours: Monday to Friday, 9 AM to 6 PM.
• Flexible lunch break (60 minutes).
• Remote-office hybrid work arrangement.
• Inclusive work environment promoting diversity and equal opportunity.