Product Support Engineer at Nexthink

Nexthink

Tokyo, Tokyo, jp·5h ago

SeniorFull-timeGo

Salary Range

$72,930 - $98,670 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for our first Product Support Engineer in Japan to join Nexthink’s global Product Support team. This role involves advanced troubleshooting and coordination to support Japanese customers of our complex enterprise-grade solution.

Key Responsibilities

→Own L1 & L2 support cases from first contact to resolution for customers and partners in Japan and other regions
→Provide advanced troubleshooting support for complex, ambiguous issues across Linux servers, Windows environments, networking, and cloud infrastructure
→Communicate directly with customers in Japanese and with global teams in English
→Coordinate with the Global Support team for case collaboration, escalations, and operational practices
→Track and manage cases end-to-end, ensuring accurate triage and high-quality resolutions
→Collaborate with Engineering, Product, and other teams to resolve complex issues
→Participate in incident handling, post-incident reviews, and follow-up actions
→Create and improve knowledge base content in English and Japanese
→Help establish and improve Japan support operations as the function grows

Requirements

✓Experience in advanced troubleshooting across Linux, Windows, networking, and cloud infrastructure
✓Fluency in Japanese for customer communications and English for global team communications
✓Strong problem-solving skills and ability to handle ambiguous issues
✓Experience with enterprise-grade solutions and customer support operations
✓Ability to coordinate cross-team collaboration and contribute to knowledge base development

Free to sign up. Takes 30 seconds.

Share this job

LinkedIn Twitter Telegram

About Nexthink

Nexthink is a leading provider of digital experience management solutions, specializing in the technology sector. The company focuses on delivering insights into how end-users interact with digital systems, helping organizations optimize performance and enhance user satisfaction. While the exact founding date and location are not explicitly stated, Nexthink has established itself as a global player, serving clients across various industries with its innovative approach to IT and digital experience analytics. The company’s name suggests a forward-thinking perspective, aligning with its mission to transform how businesses understand and manage their digital ecosystems. Nexthink offers a comprehensive suite of products and services designed to monitor, analyze, and improve the digital experience for employees and customers. Its flagship solution, the Nexthink Platform, provides real-time visibility into application performance, network issues, and user behavior across endpoints and cloud environments. Key features include AI-driven analytics, customizable dashboards, and actionable insights that enable IT teams to proactively address problems. The platform is particularly valuable for large enterprises, IT service providers, and organizations undergoing digital transformation, as it helps them align technology performance with business objectives. Nexthink’s solutions cater to both internal IT teams and external customers, ensuring seamless digital interactions.