Staff Technical Support Engineer (NGFW)

Location: Chiyoda, Tokyo, Japan. The role is primarily office-based and may require travel to customer sites during critical situations.

Company

Cybersecurity organization focused on protecting digital infrastructure through advanced security technology and customer support.

What you will do

• Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
• Manage support cases from initial recording through resolution and follow-up.
• Perform fault isolation and root cause analysis for complex technical issues.
• Participate in technical discussions with cross-functional teams and explain difficult issues to technical and non-technical audiences.
• Publish technical support bulletins and knowledge-base documentation, and review technical materials.
• Travel to customer sites when critical incidents require expedited resolution.

Requirements

• Previous experience in a technical support environment.
• Expertise in remote access VPN, IPSEC, PKI, SSL, TCP/IP, LDAP, RADIUS, and other authentication protocols.
• Experience with firewall central management systems and multi-factor authentication systems using tokens, certificates, CAC cards, or similar technologies.
• Working knowledge of security services including IDS/IPS and firewalls.
• Ability to independently debug broad, complex, and unique networks with mixed media and protocols.
• Experience with virtualization platforms such as AWS, Azure, VMware, or OpenStack, along with strong written and verbal communication skills.

Nice to have

• Experience with Windows and macOS debugging, registry editing, and plist files.
• Experience with Cisco, Check Point, Juniper Netscreen, or Fortinet products.

Culture & Benefits

• In-person collaboration is emphasized, with most teams working from the office full time.
• Work involves cross-functional collaboration, transparency, and solving real-world cybersecurity problems.
• Reasonable accommodations are available for qualified individuals with disabilities or special needs.
• Immigration sponsorship and work visa sponsorship are not available for this position.