Product Support Engineer Team Lead Tier 2 (Networking)

TL;DR

Product Support Engineer Team Lead Tier 2 (Networking): Leading and mentoring a team of support technicians to provide high-level technical assistance for a cloud networking and security platform with an accent on team leadership, process compliance, and customer escalation management. Focus on optimizing ticket workflows, closing technical gaps, and ensuring exceptional service delivery for global enterprise customers.

Location: Tokyo Prefecture, Japan

Company

hirify.global is the first company to converge enterprise networking and security into one centralized and global cloud-delivered service (SASE).

What you will do

• Lead, coach, and mentor a team of Tier 2 support technicians to ensure exceptional service.
• Manage the onboarding process for new hires and handle personal team matters.
• Conduct regular 1:1 and team meetings to foster open discussion and idea sharing.
• Oversee ongoing ticket progress and take ownership of complex customer escalations.
• Identify technical gaps and drive process improvement opportunities.
• Serve as the primary liaison for team messaging and deliver updates to management.

Requirements

• Strong technical proficiency in networking, firewalls, and security protocols.
• Proven leadership experience and the ability to motivate a technical team.
• Excellent troubleshooting abilities and a passion for solving complex technical challenges.
• Effective communication skills with a strong focus on customer service.
• Adaptability and flexibility to operate in a fast-paced environment.

Culture & Benefits

• Opportunity to join a fast-growing market leader in the SASE category.
• Work with a cutting-edge enterprise network and secure cloud platform.
• Standard working days from Monday to Friday.
• Collaborative environment with a focus on mentoring and professional growth.