Description -

HP’s Digital Solutions team is looking for a Tokyo based technical support engineer to join the team to help customers support HP’s software solutions with a focus on Digital Employee Experience (DEX) and endpoint security solutions. This role requires fluency in Japanese (native level reading, writing, and speaking) and good English communication skills. The Technical Support Engineer interacts with our customers and takes ownership of technical issues through resolution, using a variety of tools, resources, and expertise.
 

Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work within a team but will also need to work through hard problems independently and have a self-motivated enthusiasm for continuous learning. You will also act as a bridge between Japanese customers and global engineering teams, ensuring clear communication and efficient resolution.
 

Responsibilities

• Provide advanced technical support to Japanese customers in Japanese (verbal and written) and collaborate with global teams in English.
• Act as a primary technical contact for customers in Japan, ensuring high-quality communication and customer satisfaction.
• Translate and communicate technical issues, requirements, and resolutions between Japanese customers and global engineering teams.
• Work closely with customers to understand their environments and troubleshoot technical issues effectively.
• Ensure all tickets have complete diagnostics, logs, and reproduction steps before escalation.
• Collaborate with product and engineering teams to resolve complex issues.
• Participate in on-call rotation for critical issues.
• Create documentation, knowledge base articles, and troubleshooting guides in Japanese.
• Drive continuous improvement in support processes and customer experience.
• Fulfill incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner.
• Assess, analyse and make technical recommendations to improve customer supported SaaS/Cloud platforms.
• Follow support and business processes accurately with attention to detail.
• Proactively look for opportunities to improve the efficiency and quality of our services
• Serve as an HP subject matter expert, educating customers on best practices.
• Communicate with customers and stake holders via e-mail, ticket systems and remote conference calls.
   

Required Skills & Experience

• Native-level Japanese (JLPT N1 or equivalent) – reading, writing, and speaking.
• Professional proficiency in English.
• 5+ years of experience in technical support or similar roles.
• Customer-centric mindset with excellent communication skills.
• Experience supporting and configuring Microsoft Windows endpoints.
• Experience with endpoint management solutions such as Intune and SCCM.
• Good understanding of networking protocols with focus on endpoints communicating through firewalls/proxy servers.
• Strong analytical and troubleshooting skills.
   

Preferred Qualifications

• Experience with Digital Employee Experience (DEX) tools such as Nexthink, Omnissa, Tanium, ControlUp.
• Knowledge of ITSM tools (Salesforce, ServiceNow, Jira, etc.).
• Experience working in global support environments.
   

Education

Bachelor’s degree in Computer Science, related field, or equivalent experience.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"