Handle complex technical issues from Japanese partners via phone, cases, and chat.
Provide advanced troubleshooting for OPSWAT solutions via log analysis and diagnostics.
Reproduce issues in lab and validate fixes and workarounds.
Escalate to Tier 3 and collaborate with global support teams.
Provide status updates per SLA and maintain professional CSAT.
Contribute to knowledge base updates and mentor Japanese customers.

🎯 Requirements

Bachelor’s degree in CS or a technical discipline, or equivalent.
Strong knowledge of Windows and Windows Server.
Strong foundation in basic networking concepts.
Basic Linux knowledge with a desire to learn more.
Ability to think logically, analyze logs, and troubleshoot IT issues.
Spoken and written English skills required.
Good communication and interpersonal skills.
4+ years of experience in customer support for technical software.

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