Technical Support Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Address issues promptly by asking pertinent questions to assess the situation, troubleshooting effectively, collaborating with additional resources as needed, resolving problems, and documenting comprehensively.

• Execute daily functional processes with a focus on continuous improvement, including recording recurring issues and automating solutions whenever feasible.

• Collaborate and communicate as a team with Tier 2 and Tier 3 technicians to tackle complex technical challenges in alignment with ITIL processes.

• Maintain appropriate monitoring tools and alert systems to ensure 24/7 support for customer systems.

• Engage in personal development and career advancement within our Career Map, consistently seeking ways to contribute value to our team and the organization.

⛳️ Requirements

• Prior experience in a technical support or similar customer service role.

• Capability to work effectively in a multi-team environment.

• Background in the IT sector.

• Familiarity with third-party software applications (e.g., Slack, Datadog, etc.).

• Experience working within an ITIL framework to investigate and resolve issues.

• Ability to collaborate effectively across various teams.

• Excellent communication skills with the ability to articulate technical information clearly, both verbally and in writing, to diverse audiences.

• Proficiency in essential technical tools and methodologies relevant to the role.

• Strong customer service and troubleshooting skills, with a readiness to learn new technologies, processes, and support techniques, all while effectively prioritizing and performing in high-pressure situations.

• Good communication abilities, with a proven track record of explaining technical concepts clearly.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options