Support Engineer

Job Description

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.