Customer Support Engineer

Seeking an experienced L2/L3 Application Support Engineer to join a global support team, focusing on resolving technical issues for customers across Japan and the APAC region. This is a customer-support role using ServiceNow, requiring fluent Japanese and offering the flexibility of remote work.

Client Details

A global software company specializing in cloud-based quality and compliance solutions for highly regulated industries such as life sciences, pharmaceuticals, and manufacturing. With a strong international presence, the company supports organizations in streamlining their operations and meeting regulatory standards through innovative enterprise software.

Description

• Provide L2/L3 technical support for enterprise applications, primarily supporting customers in Japan and across the APAC region.

• Troubleshoot and resolve complex software issues using a ticketing system ( ServiceNow), ensuring timely and accurate resolution.

• Act as a main point of contact for customer inquiries, delivering high-quality, customer-focused support in Japanese and English.

• Collaborate with global support teams and escalate issues to development or senior engineers when necessary.

• Conduct root cause analysis, document solutions, and contribute to internal knowledge base content.

• Support system upgrades, installations, and post-deployment troubleshooting as needed.

• Create and maintain technical documentation and reports in both English and Japanese.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Lisa Es-Saadi at +81 3 6832 8926.

• 3-5+ years of experience in L2/L3 application support or a similar technical support role.

• Strong troubleshooting skills and experience working with ticketing systems (e.g., ServiceNow).

• Fluent or native-level Japanese, with effective communication skills in English.

• A customer-first mindset with the ability to handle technical inquiries in a professional, solution-oriented manner.

• Experience working in a global support environment and collaborating with remote teams across different time zones.

• Familiarity with database systems (e.g., SQL), enterprise applications, or cloud-based platforms is a plus.

• Self-motivated, adaptable, and comfortable working in a remote or hybrid work setting.