Product Support Engineer T2 (Networking)

TL;DR

Product Support Engineer T2 (Networking): Managing and resolving complex customer technical issues for a cloud-native SASE platform with an accent on networking protocols and security. Focus on diagnosing TCP/IP, VPN, and SD-WAN challenges to ensure seamless service delivery and customer satisfaction.

Location: Tokyo Prefecture, Japan

Company

hirify.global is the first company to converge enterprise networking and security into one centralized global cloud service, creating the SASE product category.

What you will do

• Own and manage customer issues from initial report through to final resolution.
• Research, diagnose, and troubleshoot technical problems in real production environments.
• Collaborate directly with R&D and Product Management to resolve deep-seated technical issues.
• Act as a trusted advisor and customer advocate, aligning client needs with company solutions.
• Monitor customer status to identify areas of concern and opportunities for growth.
• Contribute to the building and expansion of Global Support Services.

Requirements

• 2-3+ years of experience as a Support Engineer (Tier 2-3) or Network Engineer.
• Strong knowledge of Networking, TCP/IP, Firewalls, and proxy servers.
• Technical proficiency with DNS, DHCP, NAT, HTTP/HTTPS, and VOIP.
• Experience with VPNs, IPsec, BGP, and security protocols.
• Familiarity with WAN, SD-WAN, and MPLS networks.
• Solid command of Japanese and English languages (written and spoken).

Nice to have

• Knowledge of security concepts such as CASB, DLP, and IPS.
• Experience working with Cloud or SaaS technology providers.

Culture & Benefits

• Opportunity to join a fast-growing "rocket ship" company and a market leader in the SASE space.
• Work with a cutting-edge enterprise network and secure cloud platform.
• Collaboration within a globally dispersed, cross-cultural team.