Engineer, Technical Support, Japan

Role overview A data-protection vendor is recruiting a Technical Support Engineer based in Japan to serve as the first point of contact for B2B customers using its backup and data-protection platform. The position is growth-oriented, pairing structured onboarding and certification with hands-on case work in backup, recovery, virtualization, and cloud technologies.

Responsibilities - Serve as the first point of contact for B2B clients via telephone, email, and web conferencing, delivering first-line technical support. - Triage, categorize, and prioritize incoming cases, resolving routine issues using documented procedures and the internal knowledge base. - Perform initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear, complete notes. - Own assigned cases from intake through resolution or escalation, keeping customers informed and progressing work within SLAs. - Document all customer interactions accurately and on time in the CRM tool. - Contribute to the knowledge base by drafting and improving articles with guidance from senior engineers. - Collaborate closely with senior engineers and team leads, actively seeking coaching and feedback.

Requirements - Fluent Japanese (reading, writing, and speaking). - More than 2 years of experience in IT support, service desk, or system administration. - Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts. - Ability to quickly learn, understand, and explain technical information. - Strong customer-service mindset and ownership of client issues through resolution or escalation. - Good time management, organizational skills, and comfort following documented processes and SLAs. - Ability to work effectively in a fast-paced environment.

Nice to have - Familiarity with one or more of the following: Microsoft Office 365, Azure, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, SQL/Oracle databases, Windows Server administration, or TCP/IP and firewall configuration. - Awareness of REST API concepts.

Benefits and work setup - Paid annual leave plus four global self-care days and 24 paid volunteer hours per year. - Flexible spending allowance covering medical, dental, vision, wellness, fitness, and tech expenses. - Access to on-demand learning libraries, mentoring, workshops, and an annual Global Day of Learning.