{"id":3490170,"url":"https://alion.io/job/ninjaone-l2-support-engineer-japanese-speaking","title":"L2 Support Engineer - Japanese Speaking","company":{"id":782,"name":"NinjaOne","domain":"ninjaone.com","url":"https://alion.io/company/ninjaone","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":{"grade":"A","score":100,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0.286,"time_to_fill_p50_days":10,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"CT","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-29T23:14:28Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T16:27:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Description\nPlease review the Schedule and Language requirement before submitting an application!\nAbout the Role\nA 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.\nThis Support Engineer will focus on the Japan region, and is required to be fluent in English and Japanese.\nLocation - Flexible, remote in Texas, Florida, CA, or WA\nSchedule - This role has a set schedule of Sunday - Thursday, 6pm CT - 3am CT\nWhat You’ll be Doing \nReview 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\nPrioritize the troubleshooting process and properly manage time\nEnsure policy, organization, and device configuration were verified by L1\nAttempt to reproduce all issues and gathering supporting data, logs, screenshots, etc.\nVerify accurate integration configuration\nGather all information needed for cases of bug escalation as provided by customer\nReproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc.\nIf 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\nIf 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\nMust be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope)\nPrompt, accurate follow-up to tickets and support calls\nAbility to flourish under limited supervision\nCollaborate 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\nCreate and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)\nShare knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)\nOther duties as needed\nAbout You\nAssociate’s degree in Computer Science and/or equivalent work experience\n Must be fluent in Japanese and English\nAt least 2 years’ experience in a customer service/support related position\nProficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus\nMust be fluent in Windows troubleshooting\nFluency in Mac troubleshooting a plus\nExperience with Linux troubleshooting desired\nPrevious experience with Zendesk a plus!\nExcellent oral and verbal communication skills a must!\nAble to exercise good judgment of priority based on customer impact\nAdaptable to new technologies and processes\nStrong interpersonal skills so as to be able to work in a team-oriented environment\nUnderstanding of any virtualization platform, basic networking\nPrevious experience with RMM software helpful, but not required\nA good sense of humor\nAbout Us\nNinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.\nThe 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.\nWhat You’ll Love\nWe are a collaborative, kind, and curious community. \nWe honor your flexibility needs with full-time work that is hybrid remote. \nWe have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. \nWe help you prepare for your financial future with our 401(k) plan. \nWe prioritize your work-life balance with our unlimited PTO. \nWe reward your work with opportunity for growth and advancement.\nAdditional Information\nThis position is NOT eligible for Visa sponsorship.\n*Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate.\nStarting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO. For roles based in California, Colorado, Maryland, New Jersey or Washington the base salary hiring range for this position is $75,000 to $85,000 per year.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. 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