Technical Support Specialist Level 1

TL;DR

Technical Support Specialist Level 1 (MDM/EMM): Provide post-sales technical support for hirify.global products via phone, email, and remote diagnostic tools with an accent on troubleshooting, replicating customer environments, and proactive case management. Focus on diagnosing application issues, creating JIRA tickets for development fixes, and using networking, Windows, SQL, virtualization, and cloud platforms to validate solutions.

Location: Tokyo, Japan

Company

hirify.global delivers mobile and IoT device management solutions.

What you will do

• Provide post-sales technical support for hirify.global products via phone, email, and remote diagnostic tools.
• Investigate, troubleshoot, and resolve customer-reported issues by replicating environments as required.
• Manage customer cases with clear progress updates and maintain case hygiene for internal reporting and the knowledge base.
• Diagnose application issues, answer technical questions, and share best-practice guidance for product usage.
• Support customers with MDM/EMM solutions and validate fixes using virtualization, cloud platforms, and mobile devices.
• Create JIRA tickets to report issues to the development team and support timely product improvements.

Requirements

• 2–4 years of relevant experience in technical support or a similar customer-facing IT role.
• Degree or diploma in Computer Networking, Information Technology, Computer Science, or a related technical field.
• Strong networking fundamentals (OSI model, firewalls, protocols, subnetting).
• Hands-on knowledge of Windows desktop and server operating systems.
• Working knowledge of SQL and relational databases, plus virtualization and cloud environments (e.g., VMware, Hyper-V, AWS, Azure).
• Language: bilingual (Native Japanese and professional English).

Culture & Benefits

• Culture focused on personal growth, continuous innovation, and collaboration.
• Fast-paced environment with global reach and opportunities to take ideas to delivery.
• Work with leading-edge technologies in highly collaborative and agile teams.
• Support customers using modern tools and diagnostic approaches.

Hiring process

• Application review and interviews to assess technical support experience and troubleshooting skills.
• Evaluation of communication skills in Japanese and English.