Technical Support Specialist, Level 1

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world. Who We Are At SOTI, we are committed to delivering best-in-class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more important than doing things the way they have always been done. What We Are Looking For We are looking for a highly skilled Technical Support Specialist with experience working with customers across Japan. The successful candidate will be responsible for satisfying the needs of new and existing customers to maximize their experience with SOTI products. This includes providing technical support and following up on support cases as needed. This position demands high-level customer service through all interactions as a SOTI representative and may require working on a rotating schedule of different shifts. What’s in it for you? The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun. The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big! The Technology - You’ll get the chance to work with leading-edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies. Responsibilities Provide telephone and email-based post-sales technical support for our software products. Investigate issues reported by customers and work collaboratively with internal stake holders and see through to resolution. Work proactively to update customers by reporting progress regarding outstanding queries. Endeavor to respond to all customer requests in a timely manner while improving customer experience. Provide superior customer service regarding our MDM solutions. Diagnose and solve application queries and answer customer questions. Use various devices to reproduce customer environments in order to troubleshoot issues further. Working on a rotating schedule of different shifts across 24x7, if required. Qualifications Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting) Previous knowledge with Windows 10 / 11, Windows Server 2019 / 2022 / 2025 and / or other technologies (e.g. Linux, macOS, SQL / Cloud servers such as AWS / Microsoft Azure) Knowledge of mobile computing platforms (Android and iOS) Minimum 1- 2 years of relevant experience, exceptions for qualified candidates Strong problem solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented) Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives Language Requirement : Native-level Japanese and professional-level English This position offers a flexible hybrid working model, allowing you to balance office collaboration with the convenience of working from home. In this hybrid role, you will work from our office on Mondays, Wednesdays, and Fridays, while Tuesdays and Thursdays will be designated as remote workdays. #LI-DK1 If you want to bring your ideas to life, apply at SOTI today. Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency / recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee. SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI’s innovative portfolio of solutions, organizations can trust SOTI to elevate and streamline their mobile operations, maximize their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices. With SOTI’s world-class support, enterprises can take mobility to endless possibilities. For more information, visit soti.net.