Technical Support Engineer

Position: Technical Support Engineer

Employment type: Full time

Working location: Tokyo / Hybrid (working in the office at least once a week is encouraged).

Working hours: Specialized Discretionary Work System

Report to: Associate Director, Client Success

Responsibilities/Objectives

Due to business expansion in Japan and Asia, Anaqua is looking for a highly motivated Technical Support Engineer to provide customer-oriented technical support for ANAQUA software with a “Customer Success” mission.

• As part of the Client Support team, provide technical product support for ANAQUA software inquiries (questions, problem events, task execution requests, etc.) and in resolving customer issues. The client base is mainly in Japan and Asia.

• Technical support will be provided in Japanese and English. In certain situations, Mandarin support is also required.

• The Technical Support Engineer will troubleshoot client issues and provide solutions or workarounds at the appropriate time. They are also required to handle multiple issues simultaneously and in parallel.

• Support may be provided through interactive means, such as web conferencing, in diagnosing and resolving problem events.

• Collaborate with software development and product management teams to resolve customer-reported product defect events.

• May require attending regular client meetings and participate in discussions to resolve customer issues.

• A broad perspective and the ability to understand and thrive in a diverse culture and environment.

• Able to adapt quickly to a new team environment and willing to contribute to the team.

• Able to think of action plans for various issues and act on their own.

• A person who self-motivated and is willing to work proactively for improvement.

Requirements

(MUST)

• 5+ years of experience working as a technical support engineer in the software industry.

• Ability to multitask and work on multiple complex problems.

• Self-motivated and able to learn and implement recent technologies and knowledge.

• Strong problem-solving skills as a technical support engineer.

• Work experience with SQL language.

• Familiar with Microsoft’s technology like Azure, IIS, and SQL Server.

• Ability to use Japanese and English in reading and writing technical documents and in business conversation. The required levels of each language are as follows:
  • Japanese - Proficiency in Japanese language at a near-native business level. For non-native speakers, the candidate must be able to participate in and discuss client meetings in Japanese. For non-native speakers, having JLPT (Japanese Language Proficiency Test) N1 certification is ideal.
  • English – Business level proficiency in English.
• University degree holder or higher, ideally in Computer related studies.
  
• Resident in Japan with an appropriate work visa.

(Nice to Have)

• Experience in a technical account management role in a support department.
  
• Experience working closely with product development teams at a software company.
• Experience developing web applications using Microsoft ASP.NET and C#.
  
• Experience developing reports on Microsoft SQL Server Reporting Services.
  
• Experience as a Microsoft SQL Server Database Administrator (DBA).
  
• Chinese language ability / Mandarin speaker.
  
• Knowledge of Intellectual Property.
  

Benefits

• SOCIAL INSURANCE
• HOLIDAYS
• OTHER: Hybrid work, Free foods and drinks, Paid sick leave,
• Office Casual attire, volunteer holiday