Technical Support Engineer

Provides advanced technical support for OPSWAT cybersecurity solutions in Japan, diagnosing escalated customer issues through log analysis, system diagnostics, network troubleshooting, and lab reproduction. Requires a bachelor’s degree or equivalent experience, strong Windows and networking knowledge, Japanese-language customer support, and at least four years of relevant experience.

About the job

Responsibilities

Handle complex and escalated technical issues from Japanese partners and customers via phone, case system, and chat.
Provide advanced troubleshooting and support for OPSWAT solutions through log analysis, system diagnostics, and network configuration.
Conduct remote sessions with customers.
Reproduce customer issues in lab environments and validate solutions and bug fixes.
Evaluate issue complexity and escalate cases to Tier 3 support.
Collaborate with global Tier 1, Tier 2, and Tier 3 support teams.
Work with the Technical Account Manager in Japan to support customers in Japan.
Support technically oriented customers, including engineers and IT personnel.
Provide customer status updates while adhering to SLAs and commitments.
Maintain clear, professional communication to ensure positive customer experiences and CSAT.
Create and update knowledge bases for customer self-service.
Mentor support inquiries from Japanese customers and partners and contribute to support process improvements.
Participate in professional services delivery and other projects or operations as requested.

Requirements

Bachelor’s degree in computer science, a technical discipline, or equivalent experience.
Strong knowledge of Windows and Windows Server.
Foundation in basic networking concepts.
Basic knowledge of Linux, with an interest in expanding that knowledge.
Logical thinking and the ability to analyze logs and troubleshoot software and IT issues.
Spoken and written English skills.
Strong communication, interpersonal, collaboration, and organizational skills.
Customer-oriented attitude.
At least 4 years of experience providing customer support for technical software products, working in a technical helpdesk environment, or in a related field.

Nice-to-haves

Experience working with offshore teams.
Familiarity with computer programming.
Technical familiarity with macOS.
Cybersecurity experience, including file, device, or network security.
Network integration experience with platforms such as Cisco, Dell EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, and Extreme.
Experience with DevOps tools, including Docker, Kubernetes, GCP GKE, CI/CD tools, Terraform, Ansible, Zipkin, Sentry, Prometheus, and the ELK stack.
Experience with cloud services such as Azure, AWS, or Google Cloud.
Knowledge of sandbox and anti-malware products.
Experience working on Linux-based infrastructure.
Scripting experience with Bash, PowerShell, or Python.
Experience configuring and managing MySQL or MongoDB databases.