Location: Tokyo, Japan (Hybrid)
A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking a Tier 3 level hardware / software Support Engineers! If you are an Electronics Nerd who geeks out on Electronics like Bluetooth Earbuds, Headsets, and Streaming Video Cameras, this position is for you!
A Tier 3 Support Engineer responsible for resolving escalations from both Tier 1 and Tier 2 support teams. This role involves taking ownership of advanced technical issues, coordinating with internal and external stakeholders, and ensuring effective communication throughout the resolution process.
Key responsibilities:
- Resolve technical issues escalated by Tier 1 and Tier 2 Support
- Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
- Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
- Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as Microsoft Teams Rooms and Zoom Rooms
- Drive and own the tickets escalated to Tier 2, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2
- Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
- Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
- Provide training to Tier 1 Support Specialists
Requirements
- High standard of personal integrity & professionalism
- We are looking for a native Japanese who are 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.
- Have a 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.
- The capability to explain complex setups and solutions.
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Fluent in English, additional languages a plus
- Excellent communication skills, both written and verbal
- Ability to travel up to 20%
Skills Required
- Native Japanese speaker fluent in English
- Bachelor's degree in a related field or equivalent combination of relevant education and experience
- 3–5 years of experience in a similar support engineering role
- Familiarity with test processes and methodologies
- Proficiency with Microsoft Office, including Teams, Word, Excel, and OneNote
- Excellent organizational, time management, communication, and presentation skills
- Ability to lead meetings, present to audiences, and conduct solution training
- Excellent problem-solving, fault isolation, and logic-based testing skills
- Thorough understanding of modern audio and video technologies
- Knowledge of collaboration solutions including Microsoft Teams, Microsoft Teams Rooms, Zoom, and Zoom Rooms
- At least 2 years of experience installing and configuring collaboration applications across Windows, macOS, Linux, ChromeOS, iOS, and Android
- Hands-on experience implementing headset and collaboration solutions
- At least 2 years of experience with DECT and Bluetooth RF technologies or similar products
- Ability to explain complex setups and solutions
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Excellent written and verbal communication skills
- Additional languages
What We Do
Sparkchasers Aircraft Services is an aviation maintenance company specializing in avionics upgrades for piston, turboprop, and turbine aircraft. As an FAA-approved Part 145 repair station and Garmin dealer, it provides avionics installation, troubleshooting, diagnosis, calibration, overhaul, and repair. The company modernizes general-aviation aircraft to improve situational awareness, reduce pilot workload, and make flying safer through reliable, customer-focused service and expert support.
