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Technical Support Engineer

Tokyo, Tokyo, Japan

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Job Title:

Technical Support Engineer

Role Overview:

Reporting to the Manager of Technical Support, you will work with our team of experienced, veteran specialists who are experts in helping our customers protect their most valuable assets using our leading-edge technology. You will be a part of our Technical Support team, who support customers throughout the Japan region. Daily you will work with customers to help them protect their organizations against cyber-attacks, help them use Trellix products and services to the highest levels.

About the role:

  • Provide technical support to Trellix Customers, managing technical issues to resolution via Phone/Web
  • Respond to situations where first-line product support for service requests to address customer questions/needs and fix problems
  • Maintain an accurate and complete record of activities for each service request for customers
  • Participation in Technical Forums/Training
  • Enable to work from home throughout Japan

About you:

  • Customer-focused.
  • You are passionate about learning new products and technologies.
  • You have the technical knowledge to assess and understand the impact, severity and urgency of issues.
  • You are used to working as part of a cross functional team and can integrate quickly with existing team so that maximum contribution to team goals can be achieved.
  • You possess knowledge about OS (Windows/Linux/Mac) to manage customer escalations.
  • You can delivery great customer experience.
  • You have experience on trouble shootings.  
  • Fluent in Japanese. Writing/Reading skill in English.
  • Experience working in a Technical support environment.
  • You will be able to work multiple tasks at a same time.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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