L2 Support Engineer – Japanese Speaking

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Evaluate support tickets and determine Level 1 troubleshooting tasks.

• Effectively manage time and prioritize troubleshooting efforts.

• Confirm policy, organization, device configuration, and integration settings.

• Reproduce issues and collect relevant data, logs, and screenshots.

• Gather information for bug escalations.

• Investigate problems related to scheduled actions, patch failures, and remote connection issues.

• Identify solutions or workarounds for current issues and communicate them to clients.

• Escalate unresolved bugs and investigations to Level 3 support.

• Provide timely and accurate follow-ups on support tickets and calls.

• Collaborate with Engineering, Customer Success, QA, Product Management, and other internal teams.

• Develop and deliver training on products or technology for both internal and external partner teams.

• Share resolutions and workarounds, including the creation of knowledge base articles.

• Perform additional duties as required.

⛳️ Requirements

• Associate’s degree in Computer Science or equivalent work experience.

• Proficiency in both Japanese and English.

• Minimum of 2 years’ experience in a customer service or support role.

• Strong knowledge of Windows, including registry and services.

• Expertise in Windows troubleshooting.

• Familiarity with macOS.

• Basic understanding of Linux distributions is beneficial.

• Proficiency in Mac troubleshooting is a plus.

• Experience in Linux troubleshooting is desired.

• Prior experience with Zendesk is advantageous.

• Exceptional oral and written communication skills.

• Ability to prioritize tasks based on customer impact.

• Adaptable to new technologies and processes.

• Strong interpersonal skills for effective teamwork.

• Understanding of virtualization platforms.

• Basic knowledge of networking concepts.

• Previous experience with RMM software is helpful but not mandatory.

• Must be available to work Sunday through Thursday, from 6pm CT to 3am CT.

• Required to participate in rotating weekend on-call duties approximately every 2 months.

• This position is not eligible for visa sponsorship.

🏝️ Benefits

• Full-time position with a hybrid remote work model.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) retirement plan.

• Life insurance coverage.

• Unlimited paid time off (PTO).

• Opportunities for professional growth and advancement.