HIRING IMMEDIATELY!!!
Location: Tokyo, Japan
A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking REMOTE Tier 2 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!
Responsible for resolving technical escalations from Tier 1 support, consulting with the Tier 3 support team on tickets, and escalating those tickets to Tier 3 when applicable. While the ticket resides in Tier 2, owns all communication with internal and external stakeholders.
Key responsibilities:
- Resolve technical issues escalated by Tier 1 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 from Tier 1, 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
- We need local candidates who are fluent in English.
- High standard of personal integrity & professionalism
- 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
- Excellent communication skills, both written and verbal
- Ability to travel up to 20%
Skills Required
- Local candidate in Tokyo, Japan
- Fluent in English
- Bachelor's degree in a related field, or equivalent combination of education and experience
- 3–5 years of experience in a similar support 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
- Strong problem-solving, fault-isolation, analytical, and logic-based testing skills
- Thorough understanding of modern audio and video technologies and collaboration solutions such as Microsoft Teams Rooms and Zoom Rooms
- At least 2 years of experience installing and configuring collaboration applications across Windows, macOS, Linux, ChromeOS, iOS, and Android
- Hands-on product implementation experience with headset and collaboration applications
- At least 2 years of experience with DECT and Bluetooth RF technologies or similar products
- Ability to explain complex setups and solutions
- Strong influencing skills
- Ability to assist in building and supporting business cases
- Ability to travel up to 20%
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.
