Technical Support Engineer

Customer Experience Chiyoda-ku, Tokyo


Description

Position at Absolute Software

Absolute Software is looking for a Technical Support Engineer (SE) to provide technical support as a solution expert within our fast-growing Japanese market. The TSE is a post-sales professional who is responsible for working with customers to quickly resolve issues that prevent them from getting full value from our world-class solutions. You will have the opportunity to work on cutting-edge solutions, supporting customers’ mission-critical applications.  As a customer advocate, you will have a direct impact on future iterations of the product while helping Absolute continue its strong growth.

This is a unique opportunity for a bi-lingual (Japanese and English) speaker to have a key role in growing our business in Japan and the rest of Asia. Ideally, you live in Japan and can work directly with our in-country team of Sales, Sales Engineering, and Channel professionals. We could also support someone working in Australia (where we also have a Sales team) or the west coast of the United States working a night shift. Wherever you work, strong Japanese and English skills are a must.

What We’re Looking For:

The Technical Support Engineer is a skilled support professional who leads the diagnosis and resolution of a myriad of problems with our software solutions.

You are well spoken and have strong written communications skills that enable to work directly with customers while also working with the rest of Absolute Support worldwide as well as our Product team on escalations.  You are a self-starter, able to maintain a lab environment that allows you to assess more complicated problems. You are analytical and creative, using your skills and experience to resolve customers’ technical issues. You are organized and can manage multiple complex technical issues in parallel while keeping your work documented in our case system (Salesforce Service Cloud). You keep the big picture in mind by identifying trends and making recommendations both to the rest of the Support organization as well as to our Product team.

Responsibilities:

  • Work inbound technical support issues via telephone, chat, and email during Japanese working hours: 08:00AM – 5:00PM (JST), 4:00PM – 1:00AM (PST)
  • Document issues in our case system, Salesforce Service Cloud
  • Diagnose issues via a variety of means, including incisive questioning, strong understanding of nominal software behavior as well as common failure modes, and reading and interpreting log files and related technical information
  • Resolve issues that can be addressed at your level using trained triage and troubleshooting information
  • Escalate issues as needed to additional Support levels
  • Communicate professionally and proactively with your customers throughout this process

Skills and Experience:

To do well in this position it is important that you have a strong foundation in either IT operations or technical support as well as network configuration and troubleshooting.  For this reason, Absolute requires that you have

  • 4-5 years experience in networking support (client-server experience preferred)
  • Experience using a case management system and keeping case records up-to-date.  Work with Salesforce.com is a definite plus
  • Proficiency with IP networking concepts and protocols including IP, TCP, UDP, ICMP, routing, and firewalls.
  • Proficiency installing, configuring, and troubleshooting LAN / WAN equipment, including routers, wireless networks and VPNs
  • Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
  • Strong working knowledge of various Operating Systems (Windows, iOS, OSX, and Android), including installation, configuration, and authentication methods
  • General understanding of authentication methods such as NTLM, RADIUS, PKI; specifically PEAP, PEAP-TLS and RSA token methods.
  • Strong verbal and written communication skills, analytical ability, and organizational skills.
  • Demonstrated ability to read and interpret technical documentation, debug files, and related information

Nice to have:

  • Security (CISSP, GIAC, CompTIA Security+, etc) or networking (CCNA, CompTIA Network+, etc) certifications
  • Experience writing short technical documents and/or knowledge base articles
  • Ability to help translate technical documentation from English to Japanese

Why Work For Us:

You’re resilient and passionate about securing the Work from Anywhere era.
So are we.

We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.

Headquartered in Vancouver, Canada with international offices in Victoria – BC, Seattle – WA, San Jose - CA, Boulder - CO, Ankeny – IA, Austin - TX, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Software (NASDAQ: ABST) (TSX: ABST) accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces. 

Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel.

Absolute is an equal opportunity employer.

Absolute Software Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]