# Technical Support Engineer - Japan

**Company**: HP Inc.
**Location**: Tokyo
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Tokyo-Tokyo-Japan/Technical-Support-Engineer---Japan_3167196-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5eb825f9-7e2

## Description

HP's Digital Solutions team is looking for a Tokyo-based technical support engineer to join the team to help customers support HP's software solutions with a focus on Digital Employee Experience (DEX) and endpoint security solutions.

The Technical Support Engineer interacts with customers and takes ownership of technical issues through resolution, using a variety of tools, resources, and expertise.

Responsibilities:

- Provide advanced technical support to Japanese customers in Japanese (verbal and written) and collaborate with global teams in English.

- Act as a primary technical contact for customers in Japan, ensuring high-quality communication and customer satisfaction.

- Translate and communicate technical issues, requirements, and resolutions between Japanese customers and global engineering teams.

- Work closely with customers to understand their environments and troubleshoot technical issues effectively.

- Ensure all tickets have complete diagnostics, logs, and reproduction steps before escalation.

- Collaborate with product and engineering teams to resolve complex issues.

- Participate in on-call rotation for critical issues.

- Create documentation, knowledge base articles, and troubleshooting guides in Japanese.

- Drive continuous improvement in support processes and customer experience.

- Fulfill incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner.

- Assess, analyse, and make technical recommendations to improve customer-supported SaaS/Cloud platforms.

- Follow support and business processes accurately with attention to detail.

- Proactively look for opportunities to improve the efficiency and quality of our services.

- Serve as an HP subject matter expert, educating customers on best practices.

- Communicate with customers and stakeholders via email, ticket systems, and remote conference calls.

Required Skills & Experience:

- Native-level Japanese (JLPT N1 or equivalent) – reading, writing, and speaking.

- Professional proficiency in English.

- 5+ years of experience in technical support or similar roles.

- Customer-centric mindset with excellent communication skills.

- Experience supporting and configuring Microsoft Windows endpoints.

- Experience with endpoint management solutions such as Intune and SCCM.

- Good understanding of networking protocols with focus on endpoints communicating through firewalls/proxy servers.

- Strong analytical and troubleshooting skills.

Preferred Qualifications:

- Experience with Digital Employee Experience (DEX) tools such as Nexthink, Omnissa, Tanium, ControlUp.

- Knowledge of ITSM tools (Salesforce, ServiceNow, Jira, etc.).

- Experience working in global support environments.

Education:

- Bachelor's degree in Computer Science, related field, or equivalent experience.

## Skills

### Required
- Japanese
- English
- Microsoft Windows
- Intune
- SCCM
- Networking protocols
- Analytical skills
- Troubleshooting skills

### Nice to have
- DEX tools
- ITSM tools
- Global support experience

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Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Tokyo-Tokyo-Japan/Technical-Support-Engineer---Japan_3167196-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)