This is a Fully Remote Job
About Our Client:
The organization operates in the IT operations industry, addressing the challenges of managing and securing endpoints across diverse environments. It offers a unified IT operations platform that integrates endpoint management, autonomous patching, backup, and remote access within a single console. This approach enhances operational efficiency, resilience, and cost management for nearly 40,000 customers across more than 140 countries.
The organization is committed to customer success, maintaining a high customer satisfaction rating.
About the Opportunity:
The L2 SUPPORT ENGINEER is responsible for assisting Level 1 technicians by resolving elevated technical issues and validating new problems related to IT endpoint management. The role focuses on providing advanced troubleshooting and ensuring effective solutions or escalations for complex issues, primarily serving the Japan region. This position contributes to maintaining high service quality and customer satisfaction by managing technical challenges that require deeper analysis and coordination with multiple internal teams.
Responsibilities:
Review support tickets and previous troubleshooting efforts
Prioritize and manage troubleshooting workflow
Verify configurations and policies applied by Level 1 support
Reproduce technical issues and collect supporting data
Confirm integration setups and gather information for bug escalations
Identify solutions or workarounds for known issues and communicate to customers
Escalate unresolved or new issues with detailed documentation
Adhere to a fixed schedule including rotating on-call duties
Provide prompt follow-up on support tickets and calls
Work effectively with limited supervision
Collaborate with Engineering, Customer Success, QA, and Product Management to resolve issues and improve products
Deliver product and technology training to internal teams and partners
Share knowledge and contribute to knowledge base content
Perform other duties as required
Requirements:
Associate’s degree in Computer Science or equivalent experience
Fluency in Japanese and English required
Minimum 2 years’ customer service or support experience
Proficient in Windows troubleshooting; knowledge of MacOS and Linux is advantageous
Familiarity with Windows registry and services
Experience with Zendesk is a plus
Strong communication skills
Good judgment in prioritizing customer impact
Adaptability to new technologies and processes
Team-oriented with strong interpersonal skills
Understanding of virtualization platforms and basic networking
Experience with RMM software is beneficial
Pay Range and Compensation Package:
For California, Colorado, Maryland, New Jersey, or Washington locations, base salary range is $75,000 to $85,000 per year
Compensation will be determined based on location, experience, and skills
Benefits & Perks:
Medical insurance
Dental insurance
Vision insurance
401(k) plan
Life insurance coverage
Paid time off
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.