Provides Level 2 technical support for Japan-region customers by investigating escalated issues, reproducing problems, analyzing logs and configuration, identifying solutions, and escalating unresolved bugs. The role supports Windows, macOS, and Linux environments, collaborates with engineering and product teams, creates knowledge-base content, delivers training, and works a Sunday–Thursday overnight schedule with rotating weekend on-call duties.
Please review the Schedule and Language requirement before submitting an application!
About the Role
A Level 2 Support Engineer assists Level 1 technicians in solving basic technological problems and investigates elevated issues by confirming the validity of the problem and looking for known solutions related to these more complex issues. The tech determines whether the problem is a new issue or an existing one. Advanced diagnostic tools, issue reproduction, and data analysis may be done at this point.
This Support Engineer will focus on the Japan region, and is required to be fluent in English and Japanese.
Location - Flexible, remote in Texas, Florida, CA, or WA
Schedule - This role has a set schedule of Sunday - Thursday, 6pm CT - 3am CT
What You’ll be Doing
- Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer
- Prioritize the troubleshooting process and properly manage time
- Ensure policy, organization, and device configuration were verified by L1
- Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc.
- Verify accurate integration configuration
- Gather all information needed for cases of bug escalation as provided by customer
- Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc.
- If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem
- If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket
- Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope)
- Prompt, accurate follow-up to tickets and support calls
- Ability to flourish under limited supervision
- Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
- Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
- Other duties as needed
About You
- Associate’s degree in Computer Science and/or equivalent work experience
- Must be fluent in Japanese and English
- At least 2 years’ experience in a customer service/support related position
- Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus
- Must be fluent in Windows troubleshooting
- Fluency in Mac troubleshooting a plus
- Experience with Linux troubleshooting desired
- Previous experience with Zendesk a plus!
- Excellent oral and verbal communication skills a must!
- Able to exercise good judgment of priority based on customer impact
- Adaptable to new technologies and processes
- Strong interpersonal skills so as to be able to work in a team-oriented environment
- Understanding of any virtualization platform, basic networking
- Previous experience with RMM software helpful, but not required
- A good sense of humor
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
- We are a collaborative, kind, and curious community.
- We honor your flexibility needs with full-time work that is hybrid remote.
- We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
- We help you prepare for your financial future with our 401(k) plan.
- We prioritize your work-life balance with our unlimited PTO.
- We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
*Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate.
Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO. For roles based in California, Colorado, Maryland, New Jersey or Washington the base salary hiring range for this position is $75,000 to $85,000 per year.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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