Product Support Engineer

Join Nexthinks global Product Support team and help build our support presence in Japan. Nexthink is a complex enterprise-grade solution used by customers worldwide and this role sits at the intersection of technology customers and real problem-solvingnot ticket-passing.

As our first Product Support Engineer in Japan youll go beyond standard L1/L2 support tackling advanced troubleshooting driving cross-team coordination and helping shape how we support Japanese customers. Youll partner closely with the Global Support team and act as a key local interface for customers and internal stakeholders.

Youll report to the Global Service Delivery Manager (India) and work closely with global Support Engineering and Product teams to deliver a high-quality support experience for Japan.

Job Duties

• Own L1 & L2 support cases for customers and partners in Japan and other assigned regions from first contact to resolution
• Provide advanced troubleshooting support(L2) by handling complex ambiguous issues.
• Troubleshoot advanced issues across Linux servers Windows environments networking and cloud infrastructure
• Work directly with customers via Japanese-language communications (calls remote sessions written follow-ups) and communicate effectively in English with global teams
• Coordinate closely with the Global Support team for case collaboration escalations shift handovers and shared operational practices
• Track and manage cases end-to-end ensuring accurate triage timely updates and high-quality resolutions
• Collaborate with Engineering Product and other internal teams to accelerate investigation and resolution of complex issues
• Participate in incident handling post-incident reviews and follow-up actions when needed
• Create and improve knowledge base content (in English and Japanese where appropriate) so the same issue doesnt get solved twice
• Help establish and improve Japan support operations (templates triage patterns common issue playbooks customer communication standards) as the function grows
• Take real ownership of your domainnot just do what the runbook says

Qualifications :

• 4 years of hands-on customer-facing technical support experience(L2 preferred) in enterprise software or product support
• Strong applications troubleshooting (log analysis) 
• Solid knowledge of Windows OS Linux would be a plus 
• Good understanding of cloud environments (like AWS or Azure); microservices knowledge is a plus 
• Experience with virtualization systems and basic network administration 
• Professional fluency in Japanese (verbal written) and strong English communication for global collaboration
• Customer-focused mindset 
• Curious detail-oriented and not afraid to dig deep into problems 

Additional Information :

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works giving our customers IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics automation and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges create ever more productive workplaces and deliver happy satisfied employees in the digital workplace.

With over 1000 employees across 5 continents Nexthink operates as One Team connecting collaborating and innovating to continuously grow. We call our employees Nexthinkers and our commitment to diversity inclusion and equity is second to none. We currently have over 75 nationalities working with us from all cultures and backgrounds speaking many different languages.

Remote Work :

No

Employment Type :

Full-time