Technical Support Engineer

TL;DR

Technical Support Engineer: Resolving enterprise customer technical issues and answering technical questions with an accent on triaging support cases, troubleshooting/testing, and improving customer experience through root-cause reporting and feedback to Engineering. Focus on mastering the hirify.global platform while applying strong networking/security/operations skills and scripting to drive timely, high-quality outcomes.

Company

Autonomous IT company providing endpoint management and security powered by AI and real-time endpoint intelligence.

What you will do

• Triaging inbound support cases and solving customer support issues.
• Collaborating with other Support Engineers to handle assigned cases.
• Answering technical questions in the hirify.global community site.
• Improving customer experience by documenting best practices and tracking activity.
• Performing testing and troubleshooting as a technical subject matter expert, including root-cause documentation and reporting.
• Testing hirify.global and providing feedback to Engineering to improve the overall customer experience.

Requirements

• Japanese fluency required.
• Associates degree or equivalent experience required.
• 3+ years of experience with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming.
• Ability to master new concepts and continuously learn hirify.global platform modules.
• Strong problem-solving and troubleshooting skills, including breaking down complex issues and communicating plans.
• Ability to work independently with limited assistance and follow technical support procedures.

Nice to have

• BS degree in Computer Science, MIS, or similar.
• Prior customer support experience and hands-on hirify.global experience.
• Relevant technical certifications (e.g., CISSP, MCSE, A+/Security+/Network+).
• Experience in endpoint security, incident response, systems management, and/or utility scripting (bash, PowerShell, VBScript, Python).

Culture & Benefits

• Volunteer time off (VTO): 5 days set aside to contribute to local communities.
• Collaborative culture emphasizing respect and diversity.
• Equal opportunity employer.

Hiring process

• Video interviews as part of the hiring process.
• Pre-employment steps may include application and required assessments.

Location: Nagoya, Japan (Hybrid); Osaka, Japan (Hybrid); Tokyo, Japan (Hybrid)