Audiovisual Support Engineer (Tier 3)
HybridAzabu-jūban, Tokyo, Japan
Job Summary
Resolve technical issues escalated by Tier 1 and Tier 2 support teams, reproducing faults and conducting sparring sessions with colleagues. Drive and own escalated tickets as the primary point of contact for customers and stakeholders while ensuring adherence to the Global Customer Experience Escalation Ladder. Maintain high-level expertise in audio/video technology, UC applications like Microsoft Teams Rooms and Zoom Rooms, and collaboration solutions across Windows, macOS, Linux, and mobile environments. Propose findings to update the Support Knowledge Base and provide training to Tier 1 specialists. Requires native Japanese fluency with English proficiency, a Bachelor's degree, and 3–5 years of experience in similar hardware/software support roles.
Required Qualifications
- High standard of personal integrity & professionalism
- Native Japanese
- Fluent in English
- Bachelor's degree in a related field or combination of relevant education and experience
- 3–5 years in a similar role
- Familiar with test processes and methodologies
- Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
- Excellent organizational, time management, communication, and presentation skills
- Ability to lead meetings, present to an audience, and conduct solution training
- Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing
- Thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
- 2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation
- 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology
- Capability to explain complex setups and solutions
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Fluent in English
- Ability to travel up to 20%
Desired Qualifications
- Additional languages a plus
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