Technical Support Specialist, Level 2

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.

Job Title: Technical Support Specialist Level 2

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. 

What you will do - 

• Provide telephone and email-based pre-sales and post-sales technical support (Level 2) for our software products 
• Investigate issues reported by customers and communicate with internal product development teams to resolve product issues. 
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives. 
• Endeavor to respond to all customer requests in a timely manner while improving customer experience 
• Some travel, local and international, may be required in a supporting role for events. 
• Create/assess Jira Tickets for Level 1 specialists and help them in triage process 
• Coach and assist Level 1 agents to help them in their regular cases and manage their workload

Experience you will bring -  

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field.
• 3-5 years of relevant experience
• Must have experience working in the Japan market.
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting) 
• Previous knowledge with Windows 8.1, Windows Server 2008/2012 and other technologies (i.e., SQL / Virtual servers) 
• Knowledge of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry) 
• Sound problem-solving abilities
• Strong team player (i.e., flexible, hard-working, fast-learner, self-motivated, results oriented) 
• MDM/EMM knowledge or experience is desirable
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
• Native Japanese and Business English are mandatory.

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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.