Support Engineer

About the role

We are seeking a technically capable and customer‑focused Support Engineer to join our growing support team in Tokyo. You will own customer incidents from initial report through to resolution, ensuring high service standards and excellent customer satisfaction.

Key responsibilities

• Diagnose, troubleshoot and resolve technical issues across the platform, following established processes and quality standards.
• Take full ownership of incidents from initial report through to resolution, logging tickets and meeting SLA targets.
• Provide first‑line contact for customer enquiries via phone, email and web portals, delivering clear, jargon‑free communication.
• Collaborate with internal teams and external suppliers, escalating complex problems while retaining ownership.
• Maintain accurate system records, update documentation and contribute to process improvements and automation.

Required profile

• Bachelor’s degree in a STEM or Computer Science‑related field, or equivalent experience.
• Strong technical problem‑solving ability and attention to detail.
• Excellent written and verbal communication skills, able to stay professional under pressure.
• Ability to manage multiple tasks and work on a shift rota, including occasional out‑of‑hours support.
• Proactive, self‑motivated attitude with a commitment to high customer satisfaction.

Required skills

• Knowledge of Linux operating systems.
• Familiarity with Microsoft technologies.
• Understanding of networking concepts and network troubleshooting.
• Experience with software development languages.