Jabra Support Engineer (Tier 3)

TL;DR

Jabra Support Engineer (Tier 3): Managing escalated technical issues for audio and video hardware with an accent on fault isolation and complex infrastructure support. Focus on resolving high-level escalations, providing expert training to internal teams, and ensuring seamless integration of collaboration solutions like Microsoft Teams Rooms and Zoom Rooms.

Location: Must be based in Tokyo, Japan (Onsite support required as needed).

Company

hirify.global is a global leader in intelligent hearing, audio, video, and gaming solutions dedicated to bringing people closer through innovation.

What you will do

• Resolve complex technical issues escalated from lower support tiers.
• Maintain deep technical expertise in audio/video technology and IT infrastructure.
• Act as the primary point of contact for escalated tickets originating from Japan.
• Conduct onsite support for partners and customers as needed.
• Provide structured training and mentorship to Tier 1 Support Specialists.
• Collaborate with the Knowledge & Learning team to update support documentation.

Requirements

• Native Japanese speaker with fluency in English (C1+).
• Bachelor’s degree in a related field or equivalent professional experience.
• Strong background in fault isolation and logic-based testing methodologies.
• Experience configuring collaboration applications (Zoom Rooms, MTR) across Windows, macOS, Linux, and mobile environments.
• Understanding of DECT and Bluetooth RF technologies.
• Ability to travel up to 30% for business needs.

Culture & Benefits

• Focus on continuous learning and professional growth within a global team.
• Collaborative environment emphasizing high standards of product knowledge.
• Opportunity to influence product development through feedback and knowledge sharing.
• Inclusive recruitment process valuing diverse backgrounds and transferable skills.