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.