L2 Support Engineer - Japanese Speaking

NinjaOne

1d•$75,000 - $85,000•Remote

About The Position

A Level 2 Support Engineer assists Level 1 technicians with basic technological problems and investigates escalated issues by validating the problem and looking for known solutions. The role determines whether an issue is new or previously known and may use advanced diagnostic tools, issue reproduction, and data analysis. This Support Engineer focuses on the Japan region and must be fluent in Japanese and English. The position is remote in Texas, Florida, California, or Washington, with a set schedule of Sunday through Thursday, 6 p.m. to 3 a.m. Central Time. Rotating weekend on-call duties occur approximately every two months, with limited hours and scope. The position supports customers by investigating tickets and calls, reproducing issues, collecting evidence, identifying solutions or workarounds, and escalating unresolved bugs. It also collaborates with internal teams to resolve product issues, improve resolution processes, and support future releases. The role creates and delivers product or technology training and shares issue resolutions with partner teams.

Requirements

Associate’s degree in Computer Science or equivalent work experience.
Fluency in Japanese and English.
At least 2 years of experience in a customer service or support-related position.
Proficiency in Windows, including Windows registry and services, and fluency in Windows troubleshooting.
Working knowledge of macOS and a general understanding of Linux distributions are listed as desired qualifications in the posting.
Excellent oral and verbal communication skills.
Ability to exercise good judgment in setting priorities based on customer impact.
Adaptability to new technologies and processes.
Strong interpersonal skills and ability to work in a team-oriented environment.
Understanding of a virtualization platform and basic networking.
Ability to work the stated set schedule and rotating weekend on-call duties.

Nice To Haves

Fluency in Mac troubleshooting.
Experience with Linux troubleshooting.
Previous experience with Zendesk.
Previous experience with RMM software; helpful but not required.
A good sense of humor.

Responsibilities

Review support tickets to understand the work completed by Level 1 technicians and how long they have been working with the customer.
Prioritize troubleshooting and manage time effectively.
Ensure Level 1 has verified policy, organization, and device configuration.
Reproduce issues and gather supporting data, logs, screenshots, and other evidence.
Verify accurate integration configuration.
Gather information needed from customers for bug escalations.
Reproduce issues such as scheduled actions not triggering, patch failures, and remote connection failures.
For existing issues, identify solutions or workarounds and explain how customers can resolve the problem.
For unresolved issues or open bugs, gather the required data and inform Level 3 or update the ticket.
Work the set schedule and participate in rotating weekend on-call duties approximately every two months, with limited hours and scope.
Provide prompt and accurate follow-up to tickets and support calls.
Work effectively with limited supervision.
Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, reduce problem-resolution cycle time, and improve future releases.
Create and deliver product or technology training to internal and external partner teams, including frontline tech support representatives, resellers, and distributors.
Share knowledge of issues and their resolutions or workarounds with partner teams, including through creation of knowledge base articles.
Perform other duties as needed.