Technical Support Engineer in Japan (Network, Cybersecurity)

About this role

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.

The Position

OPSWAT is now searching for Technical Support Engineer to join our Customer Support team. The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses. We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth.

We are interested in candidates based in Japan with Japanese as a primary language.

What You Will Be Doing

• Handle complex technical issues and escalated ones from Japanese partners/customers support via phone, case system, and chat.

• Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations.

• Conduct remote sessions with customers.

• Reproduce customer issues in lab environments and validate solutions and bug fixes.

• Evaluate the complexity of issues and escalate to tier 3 support.

• Collaborate with the global Tier 1, Tier2 and Tier 3 support team well.

• In collaboration with the existing TAM (technical account manager)in Japan, we provide support to our customers in Japan

• Work closely with technically oriented customers (typical customers are engineers and IT personnel).

• Provide status updates to customers, adhering to SLA and commitments.

• Maintain clear and professional communication to ensure positive customer experience and CSAT

• Contribute to the KBs creation and updates for customer’s self-service.

• Mentor all inquiries from Japanese customers/partners and contribute to support process improvement.

• Get involved in professional services delivery.

• Get involved in other side projects and operations per request.

What We Need From You

• Bachelor’s degree in computer science (CS) , a technical discipline, or equivalent experience.

• Strong knowledge of Windows and Windows Server.

• A good foundation of basic networking concepts.

• Basic knowledge of Linux, with an interest in expanding the knowledge.

• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.

• Spoken and written English skills are required.

• Good communication and interpersonal skills.

• A…