Technical Support Engineer

Job Description

Our Customer Support department has an exciting opportunity for a skilled Technical Support Engineer to join IQGeo, supporting our end-to-end geospatial software solutions for a growing global customer base. Based in Tokyo, Japan, this role is a key part of our APAC-region support and is well suited to someone who enjoys working with complex applications that draw on software, GIS, engineering, and problem-solving skills.

Japanese language proficiency (business level or above) is essential for this role, as the majority of customer-facing communication will be conducted in Japanese.

The ideal Technical Support Engineer is a geospatial technical expert, experienced in the configuration and implementation of technical solutions - often requiring knowledge of complex integrations with third-party software systems, various middleware components, and custom software development.

Responsibilities

As an integral part of the IQGeo Customer Support Team, you will support IQGeo products for customers in the Utility and Telecommunications markets. You will be expected to work both independently and collaboratively, with a solid working knowledge of software implementation methodologies and troubleshooting. Key responsibilities include:

• Provide consulting to clients based on their current operational processes and how they align with IQGeo products.

• Communicate clearly and professionally with customers, both in writing and verbally - in Japanese and English as required.

• Support customers via multiple channels - phone, email, and case management systems.

• Identify customer needs and help resolve issues or clarify IQGeo product functionality.

• Find solutions to complex or ambiguous technical problems.

• Follow up with customers to ensure their issues are fully resolved.
• Analyze and report product defects to the IQGeo Product Engineering Team.

Required Skills and Abilities

Successful candidates will be enthusiastic individuals with a strong technical and/or consulting background in software delivery and support.

Essential Skills

• Business-level proficiency in Japanese (written and spoken)- essential for customer-facing communication in this role.

• Professional English proficiency (written and spoken) - required for internal team communication.

• Proven experience in an externally customer-facing software or technical support role.

• Excellent analytical and problem-solving skills.

• Experience with customer service desk systems such as Jira Service Management or Zendesk.

• Strong experience with open-source software technologies (Apache, OpenLayers).

• Experience with SQL and RDBMS technology (PostgreSQL).

• A self-motivated team player with a proven track record of building and maintaining strong relationships across departments.
• Ability to adapt between working independently and within a team.

Desirable Skills

• Knowledge of programming, scripting, or rules-based languages.

• Experience with GIS systems of record such as IQGeo, Esri, Smallworld, or QGIS.

• Industry experience in telecommunications, FTTH, gas, or electric utilities.

• Enterprise integration, especially web services.

• Collaboration systems such as Jira Confluence or Microsoft SharePoint.

• Mobile application support (iOS, Android, Windows).

• ETL tools such as Safe Software's FME or GeoKettle.

• Git or other distributed version control systems.
• Linux system administration and bash scripting.

Education and Experience

• Degree in Computer Science, Engineering, or a related field; equivalent work experience will also be considered.

• Minimum 2 years of comparable technology and industry experience.

Flexibility & Work-Life Balance

We support flexible working arrangements to help employees balance professional and personal priorities.

Work Permits & Visas

You must already have the right to work permanently in Japan.

IQGeo is not able to sponsor work permits.

Diversity & Inclusion

At IQGeo, we believe that diversity and inclusion are essential to who we are and how we work. Guided by our values, we know thatPeople Matter, and we are committed to building a team that reflects a wide range of nationalities, backgrounds, skills, viewpoints, and abilities.

We create an environment where everyone can bring their authentic selves with confidence, knowing they are respected, supported, and empowered toDeliver with Purpose. By embracing different perspectives, wePioneer the Futuretogether - shaping innovative solutions for our customers and our industry.

About IQGeo

At IQGeo, we help telecommunications and utility companies around the world “build better networks.” Our award-winning geospatial software empowers more than 500 organizations to plan, design, build, and maintain the fibre and energy networks that are essential to our connected, sustainable future.

Headquartered in Cambridge, UK with regional offices across North America, Europe, and Asia, we’re proud to be a carbon-neutral software company tackling two of society’s biggest challenges: universal broadband access and the transition to net zero. By joining IQGeo, you’ll be part of a global team shaping the networks that power our businesses, communities, and planet for the long term.