{"id":2077556,"url":"https://alion.io/job/hp-technical-support-engineer-japan","title":"Technical Support Engineer - Japan","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":74000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":538},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true},{"name":"Tanium","optional":true}],"status":"live","first_seen_at":"2026-10-08T08:50:27Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-10T23:16:49Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Technical Support Engineer - JapanDescription -\nHP’s Digital Solutions team is looking for a Tokyo based technical support engineer to join the team to help customers support HP’s software solutions with a focus on Digital Employee Experience (DEX) and endpoint security solutions. This role requires fluency in Japanese (native level reading, writing, and speaking) and good English communication skills. The Technical Support Engineer interacts with our customers and takes ownership of technical issues through resolution, using a variety of tools, resources, and expertise.\nOur ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work within a team but will also need to work through hard problems independently and have a self-motivated enthusiasm for continuous learning. You will also act as a bridge between Japanese customers and global engineering teams, ensuring clear communication and efficient resolution.\nResponsibilities\nProvide advanced technical support to Japanese customers in Japanese (verbal and written) and collaborate with global teams in English.\nAct as a primary technical contact for customers in Japan, ensuring high-quality communication and customer satisfaction.\nTranslate and communicate technical issues, requirements, and resolutions between Japanese customers and global engineering teams.\nWork closely with customers to understand their environments and troubleshoot technical issues effectively.\nEnsure all tickets have complete diagnostics, logs, and reproduction steps before escalation.\nCollaborate with product and engineering teams to resolve complex issues.\nParticipate in on-call rotation for critical issues.\nCreate documentation, knowledge base articles, and troubleshooting guides in Japanese.\nDrive continuous improvement in support processes and customer experience.\nFulfill incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner.\nAssess, analyse and make technical recommendations to improve customer supported SaaS/Cloud platforms.\nFollow support and business processes accurately with attention to detail.\nProactively look for opportunities to improve the efficiency and quality of our services\nServe as an HP subject matter expert, educating customers on best practices.\nCommunicate with customers and stake holders via e-mail, ticket systems and remote conference calls.\nRequired Skills & Experience\nNative-level Japanese (JLPT N1 or equivalent) - reading, writing, and speaking.\nProfessional proficiency in English.\n5+ years of experience in technical support or similar roles.\nCustomer-centric mindset with excellent communication skills.\nExperience supporting and configuring Microsoft Windows endpoints.\nExperience with endpoint management solutions such as Intune and SCCM.\nGood understanding of networking protocols with focus on endpoints communicating through firewalls/proxy servers.\nStrong analytical and troubleshooting skills.\nPreferred Qualifications\nExperience with Digital Employee Experience (DEX) tools such as Nexthink, Omnissa, Tanium, ControlUp.\nKnowledge of ITSM tools (Salesforce, ServiceNow, Jira, etc.).\nExperience working in global support environments.\nEducation\nBachelor’s degree in Computer Science, related field, or equivalent experience.\n募集タイトルテクニカルサポートエンジニア\nHPのDigital Solutionsチームでは、テクニカルサポートエンジニアを募集しています。\n本ポジションでは、Digital Employee Experience（DEX）およびエンドポイントセキュリティ領域を中心に、HPのソフトウェアソリューションをご利用のお客様をサポートしていただきます。\nお客様からの技術的な問い合わせを受け、さまざまなツールやリソース、専門知識を活用しながら、解決まで責任を持って対応していただきます。\nお客様満足度の向上に情熱を持ち、高い技術力と時間管理能力を備えた方を求めています。チームで働く一方で、難しい課題にも自ら取り組み、主体的に学び続ける姿勢が求められます。また、日本のお客様とグローバルのエンジニアリングチームをつなぐ橋渡し役として、円滑なコミュニケーションと迅速な問題解決を担っていただきます。\n主な業務内容\n日本のお客様に対し、日本語（口頭やメール等で）高度な技術サポートを提供\nグローバルチームとは英語で連携する\n日本のお客様の主要な技術窓口として、質の高いコミュニケーションと顧客満足を実現する\n技術的な課題、要件、解決策について、日本のお客様とグローバルのエンジニアリングチームの間で翻訳・伝達する\nお客様の環境を把握し、技術的な問題を的確にトラブルシューティングする\nエスカレーション前に、診断情報・ログ・再現手順がすべて揃っていることを確認\n製品チームやエンジニアリングチームと協力し、複雑な問題を解決する\n重大障害に対応するオンコール（当番制）に参加する\n日本語のドキュメント、ナレッジベース記事、トラブルシューティングガイドを作成する\nサポートプロセスと顧客体験の継続的な改善を推進する\nインシデント、リクエスト、エスカレーションに対応し、お客様や関係者に丁寧かつプロフェッショナルに対応する\nお客様が利用するSaaS／クラウドプラットフォームを評価・分析し、改善に向けた技術的な提案を行う\nサポート業務や社内プロセスを、細部まで注意を払いながら正確に遂行する\nサービスの効率と品質を高める機会を自ら見つけ、改善に取り組む\nHP製品のエキスパートとして、お客様にベストプラクティスを紹介する\nメール、チケットシステム、リモート会議を通じて、お客様や関係者とやり取りする\n必須スキル・経験\nネイティブレベルの日本語力（日本語能力試験N1相当）：読み・書き・会話\nテクニカルサポートまたは近しい職種での5年以上の経験\n顧客志向の姿勢と優れたコミュニケーション能力\nMicrosoft Windows端末のサポートおよび設定の経験\nIntuneやSCCMなどのエンドポイント管理ソリューションの使用経験\nネットワークプロトコルに関する十分な理解（特に、ファイアウォールやプロキシサーバーを経由する端末通信について）\n高い分析力とトラブルシューティング能力\n歓迎スキル・経験\nNexthink、Omnissa、Tanium、ControlUpなどのDEXツールの使用経験\nSalesforce、ServiceNow、JiraなどのITSMツールに関する知識\nグローバルなサポート環境での業務経験\n基本的な英語力（読み・書き・会話）があると尚可\n提出書類\n職務経歴書（日英）\nJob -\nServicesSchedule -\nFull timeShift -\nFirst Shift (Japan)Travel -\nRelocation -\nNoEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":5787,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Japanese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Japan","iso":"JP","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T08:50:27Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":22,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/hp-technical-support-engineer-japan","json_url":"https://alion.io/job/hp-technical-support-engineer-japan.json","meta":{"generated_at":"2026-10-11T00:47:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1042,"day_limit":5000,"remaining_today":3958,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-technical-support-engineer-japan"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-technical-support-engineer-japan"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-technical-support-engineer-japan"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-technical-support-engineer-japan\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-technical-support-engineer-japan"}]}