Tuotetuen insinööri - Nexthink - Etätyö - Globaali

Join Nexthink’s 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-solving—not ticket-passing. As our first Product Support Engineer in Japan, you’ll go beyond standard L1/L2 support, tackling advanced troubleshooting, driving cross-team coordination, and helping shape how we support Japanese customers. You’ll partner closely with the Global Support team and act as a key local interface for customers and internal stakeholders. You’ll 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. 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 doesn’t 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 domain—not just “do what the runbook says”.