Lead customer success and support for freee IT Management, building onboarding and support processes, guiding adoption, and feeding customer feedback into product improvements.
About this role
This Technical Support Engineer sits within HP’s Digital Solutions team and supports software products focused on Digital Employee Experience and endpoint security. The role serves as a primary technical contact for customers and connects their needs with product and engineering teams to resolve complex issues.
The engineer investigates customer environments, troubleshoots endpoint and connectivity problems, and prepares diagnostics, logs and reproduction steps for escalation. The work includes supporting and configuring Microsoft Windows endpoints, using endpoint management solutions such as Intune and SCCM, and assessing SaaS and cloud platforms. Responsibilities also include maintaining Japanese knowledge-base content, creating troubleshooting guides, participating in critical-issue support rotations, and recommending improvements to support processes.
Applicants need native-level Japanese ability, professional English proficiency, at least five years of technical support or similar experience, and experience with Microsoft Windows endpoints and endpoint management solutions. They also need an understanding of networking protocols involving firewalls and proxy servers, strong analytical and troubleshooting skills, and a bachelor’s degree in computer science or a related field, or equivalent experience.
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