Technical Support

• Hybrid Work Environment.
• Office Facilities: Enjoy the convenience of on-site facilities, including a cafeteria
• Be a part of a globally connected but locally rooted team

Support Engineer

Applicant needs to be in Japan.

We are currently looking for an experienced L2 Support Lead to join a global technology team supporting a mission-critical communications platform. This role offers a mix of technical leadership, production support, troubleshooting, and operational responsibilities in a highly available enterprise environment.

Responsibilities

• Lead and support a technical operations team responsible for maintaining platform stability and performance.
• Investigate and resolve complex incidents escalated from service desk and network operations teams.
• Perform log analysis, database queries, packet captures, and root cause investigations.
• Develop and utilize scripts for troubleshooting, data analysis, and data correction.
• Work closely with engineering teams to resolve technical issues and improve platform reliability.
• Support deployments, system testing, data migrations, and other operational or DevOps activities.
• Contribute to the continuous improvement of support processes and operational efficiency.

Requirements

• 3-5+ years of experience in technical support, technical operations, systems engineering, or a similar role.
• Strong communication and stakeholder management skills.
• Experience supporting mission-critical platforms with high uptime requirements.
• Hands-on experience with REST APIs and tools such as Postman and cURL.
• Knowledge of SMPP protocols and messaging platforms.
• Strong troubleshooting and problem-solving skills.
• Experience working in a production environment supporting enterprise systems.
• Conversational Japanese (around N3).