About us

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries

The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.

NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.

About the Role

A Level 2 Support Engineer assists Level 1 technicians in solving basic technological problems and investigates elevated issues by confirming the validity of the problem and looking for known solutions related to these more complex issues. The tech determines whether the problem is a new issue or an existing one. Advanced diagnostic tools, issue reproduction, and data analysis may be done at this point.

This Support Engineer will focus on the Japan region, and is required to be fluent in English and Japanese.

Location - Flexible, remote in Texas, Florida, CA, or WA

Schedule - This role has a set schedule of Sunday - Thursday, 6pm CT - 3am CT

What You’ll be Doing

Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer
Prioritize the troubleshooting process and properly manage time
Ensure policy, organization, and device configuration were verified by L1
Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc.
Verify accurate integration configuration
Gather all information needed for cases of bug escalation as provided by customer
Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc.
If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem
If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket
Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope)
Prompt, accurate follow-up to tickets and support calls
Ability to flourish under limited supervision
Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
Other duties as needed

About You

Associate’s degree in Computer Science and/or equivalent work experience

Must be fluent in Japanese and English

At least 2 years’ experience in a customer service/support related position
Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus
Must be fluent in Windows troubleshooting
Fluency in Mac troubleshooting a plus
Experience with Linux troubleshooting desired
Previous experience with Zendesk a plus!
Excellent oral and verbal communication skills a must!
Able to exercise good judgment of priority based on customer impact
Adaptable to new technologies and processes
Strong interpersonal skills so as to be able to work in a team-oriented environment
Understanding of any virtualization platform, basic networking
Previous experience with RMM software helpful, but not required
A good sense of humor

What You’ll Love

We are a collaborative, kind, and curious community.

We honor your flexibility needs with full-time work that is hybrid remote.

We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.