Support Engineer

Appealing points:


Strategic leadership role with ownership over support operations, escalations, and continuous improvement initiatives.
Close collaboration with product and engineering teams, enabling real influence on root cause analysis and long-term solutions.
High-impact bilingual position leveraging native-level Japanese and English to lead cross-functional teams and engage key stakeholders globally.


Annual Salary: 5 million and above

Responsibilities:


Lead the support team and manage escalations.
Design and implement support processes and best practices.
Work closely with product and engineering teams for root cause analysis.
Prepare reports on KPIs, SLAs, and customer satisfaction.
Drive automation and efficiency in support operations.


Job Qualifications:


Deep technical expertise in relevant domains.
Leadership and team management experience.
Strong stakeholder communication and strategic thinking.
Familiarity with ITIL or similar frameworks.
Native-level Japanese and English proficiency for leadership and cross-functional collaboration.


Language Proficiency: Native Level Japanese (JLPT N) and Business Level English.

About Company:

Since our founding in 1985, we have been developing our business centered on

general-purpose systems (mainframes) and open systems (Unix, Linux, Windows, etc.) with the aim of solving customers' problems.. Skillset Required: Japanese JLPT N, English 2, Support Leadership, Escalation Management, IT Service Management, IT IL Framework, Support Automation