Japanese-Speaking Technical Support Engineer (Level 2, Cybersecurity)

About the Role

We are looking for a Japanese Technical Support Engineer (Level 2) to join our support team.

In this role, you will support Japanese-speaking business customers and partners who use our cybersecurity products. You will analyze system logs, troubleshoot technical issues, and work closely with product specialists and developers to resolve customer issues. You will communicate with customers in Japanese and collaborate with development teams based in Finland and Poland in English.

This is a good opportunity for candidates who enjoy technical troubleshooting and would like to work in an international environment.

This position follows Japanese business hours and the Japanese holiday calendar. Support coverage operates between 8:00 AM and 8:00 PM, with occasional late-shift coverage when required.

Responsibilities

• Provide technical support to Japanese-speaking customers and partners via email, chat, online community platforms, and occasional phone support.
• Investigate and troubleshoot technical issues using logs and diagnostic tools.
• Identify root causes and implement long-term solutions where possible.
• Work with cybersecurity specialists on malware-related cases.
• Collaborate with development teams in Finland and Poland to resolve product issues.
• Conduct testing and verification of fixes in staging environments.
• Create and maintain technical documentation and knowledge base articles.
• Assist with escalated cases and customer complaints when required.
• Share customer feedback with internal teams to help improve products and services.

Essential Requirements

• Business-level Japanese (spoken and written); JLPT N2 or above is an advantage.
• Experience working in a Japanese company or studying in Japan.
• IT-related degree or 3+ years of IT-related work experience.
• Good English communication skills.
• Working knowledge of Windows Client and Server operating systems.
• Basic Linux knowledge (RHEL, CentOS, Ubuntu, or Debian).

Preferred Requirements

• Experience in technical support, helpdesk, system administration, or IT operations.
• Experience supporting enterprise software or cybersecurity products.
• Strong troubleshooting and problem-solving skills.

What We Offer

• Hybrid working arrangement
• Competitive salary and fixed monthly allowances
• 13th month bonus
• Medical and insurance coverage for employees and family
• Opportunity to work with international teams across Japan, Finland, and Poland