Handle escalated issues from Japanese customers via phone, case system, and chat.
Provide advanced troubleshooting for OPSWAT solutions using logs, diagnostics, and configurations.
Conduct remote sessions with customers.
Reproduce customer issues in labs and verify fixes.
Evaluate complex issues and escalate to Tier 3; collaborate with global teams.
Work with the Japan TAM to support customers.

🎯 Requirements

Bachelor’s degree in CS or related technical field, or equivalent experience.
Strong knowledge of Windows and Windows Server.
Foundational networking concepts.
Basic Linux knowledge with a willingness to expand.
Ability to analyze logs and troubleshoot software/IT issues.
English (spoken/written) required; 4+ years in technical customer support.

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