Level 2 Support Engineer (Japan Focus) - Remote

ninjaone • United State

Remote

Apply Now

AI Summary

Assist Level 1 technicians in resolving complex technical issues for Japan-based customers, focusing on troubleshooting, diagnostics, and escalation. Requires fluency in English and Japanese, 2+ years in IT support, and expertise in Windows troubleshooting. Collaborate cross-functionally to improve product reliability and deliver training to internal/external teams.

Key Highlights

Fully remote role with flexible location (Texas, Florida, CA, or WA) and set schedule (Sun-Thu, 6pm-3am CT)

Requires fluency in English and Japanese, 2+ years in IT support, and Windows troubleshooting expertise

Rotating on-call duties (~2 months apart) with limited scope and hours

Key Responsibilities

Review and prioritize support tickets, assessing progress made by Level 1 technicians and customer impact

Diagnose and reproduce complex technical issues (e.g., scheduled actions failures, patch failures, remote connection issues) using advanced tools and data analysis

Verify policy compliance, device configurations, and integration accuracy; gather logs, screenshots, and customer details for escalation

Collaborate with Engineering, QA, Product Management, and Customer Success to resolve critical issues and reduce resolution cycle time

Create and deliver product/technology training to internal and external teams (e.g., resellers, distributors)

Document and share issue resolutions/workarounds via knowledge base articles for partner teams

Manage rotating on-call duties (~2 months apart) with limited scope and hours

Interested in remote work opportunities in IT & Network Engineering? Discover IT & Network Engineering Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

Technical Skills Required

Windows troubleshooting Technical support (IT) Zendesk

Benefits & Perks

Medical, dental, and vision insurance

401(k) plan

Unlimited PTO

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

Nice to Have

MacOS troubleshooting

Linux troubleshooting

Virtualization platform knowledge

Basic networking understanding

RMM software experience

Job Description

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 Flexible, remote in Texas, Florida, CA, or WA This role has a set schedule of Sunday - Thursday, 6pm CT - 3am CT

Want the full job description? Read the complete details on LinkedIn, the original posting.

Continue on LinkedIn

This is a short excerpt. All rights to the full description belong to its original publisher.