Product Support Engineer

Company Description
Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.
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Job Description
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.
Job Duties

• 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"

Qualifications

• 4+ years of hands-on customer-facing technical support experience(L2+ preferred) in enterprise software or product support
• Strong applications troubleshooting (log analysis)
• Solid knowledge of Windows OS, Linux would be a plus
• Good understanding of cloud environments (like AWS or Azure); microservices knowledge is a plus
• Experience with virtualization, systems, and basic network administration
• Professional fluency in Japanese (verbal + written) and strong English communication for global collaboration
• Customer-focused mindset
• Curious, detail-oriented, and not afraid to dig deep into problems

Additional Information
Additional Information
We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers' IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.
With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees 'Nexthinkers' and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.