Technical Support Specialist-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.

Job Title: Technical Support Specialist Level 1

Location: Tokyo Japan

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 seeking askilled Technical Support Specialist to provide expert support to our customers. In this role, you will ensure that both new and existing customers maximise the value of SOTI products through timely, effective technical assistance and proactive case management.

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 -

• Providepost-sales technical support for SOTI products via phone, email, and remote diagnostic tools.
• Investigate, troubleshoot, and resolve customer-reported issues, replicating environments as required.
• Keep customersinformed on case progress, ensuring transparency and a positive support experience.
• Deliverexceptional customer service by diagnosing application issues, answering technical questions, and sharing best-practice guidance for product usage.
• Support customers withMDM/EMM solutions, ensuring timely resolution of application-related queries.
• Leveragevirtualisation, cloud platforms, and mobile devices to replicate customer environments and validate solutions.
• Ensurecase hygiene by regularly updating case summaries and tracking progress for internal reporting to contribute to the knowledge base and support continuous improvement.
• Create JIRA tickets to report customer issues to the development team, facilitating timely fixes and product improvements.

Experience you will bring - 

• 2–4 years of relevant experience intechnical support or a similar customer-facing IT role.
• ADegree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field.
• Strong understanding ofnetworking fundamentals (OSI model, firewalls, protocols, subnetting).
• Hands-on knowledge of the latestWindows desktop and server operating systems.
• Working knowledge ofSQL and relational databases, as well as virtualization and cloud environments (e.g., VMware, Hyper-V, AWS, Azure).
• Familiarity with leadingmobile platforms, especially Android, iOS and Windows modern.
• Excellenttroubleshooting and problem-solving abilities with a customer-first mindset.
• Acollaborative, self-motivated, and results-driven approach to work.
• Knowledge ofMDM/EMM/UEM solutions is highly desirable.
• Ability toprioritise, organise, and deliver support consistently within agreed service levels.
• Knowledge ofSSO / Identity & Access Management solutions (Okta, Azure AD, Ping, etc.) would be an advantage.
• Knowledge of tools like Salesforce, Jira, Power BI will be an advantage.
• Language proficiency: Must bebilingual withNative Japanese andprofessional English 

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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.