[Shibuya/Hybrid] Technical Support Specialist
[Company Background & Purpose of Hiring]
SOTI Japan provides the "SOTI ONE Platform," which seamlessly manages the full mobile device lifecycle from deployment to retirement. Driving IoT adoption across frontline operations in industries such as retail, logistics, and healthcare, the business continues to grow steadily.
Established in 2019, the Tokyo office currently operates with a team of 15 employees. It offers an open and collaborative environment where diverse team members-from Sales to Customer Support-work closely together.
[Role Overview]
Provide technical support to customers using SOTI products via phone, email, and remote tools.
[Key Responsibilities]
- Technical Support & Troubleshooting: Handle product inquiries, troubleshoot, and investigate issues (replicating errors in virtual environments or physical devices as needed). Provide operational support for mobile device management solutions.
- Collaboration & Progress Management: Deliver regular progress updates to customers to ensure high satisfaction. Submit bug reports and feature requests to the development team using Jira.
- Knowledge Management & Quality Improvement: Maintain and update case resolution histories, and create/improve FAQs and standard operating procedures (SOPs).
※Note on Working Hours: Occasional off-hours support (such as shifts or on-call duties during nights or weekends) may be required depending on operational needs.
Company Info
Who We Are
At SOTI, we are committed to delivering best-in-class mobile and IoT device management solutions. We are looking for out-of-the-box thinkers who appreciate the art of creating great software. To us, being visionary is more important than doing things the way they've always been done.
What We're Looking For
SOTI's growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of winning sales team. The Business Development Manager will be responsible for creating and building long term relationship with new customers and working with our partners to drive profitable growth for SOTI. You will interact with key internal and external stakeholders in order to ensure timely execution for our customers.
Working Hours
9 am - 6 pm standard shift
occasional rotation shift
Job Requirements
Must Have
・1+ years of experience in technical support or IT customer support
・Native-level Japanese
・Business-level English or higher (required for internal communication)
Nice to Have
・Bachelor's degree or diploma in Computer Science, Information Technology, or a related field
・Knowledge of MDM / EMM / UEM (Mobile Device Management) solutions
・Knowledge of SQL and relational databases
・Hands-on knowledge of virtualization and cloud environments (VMware, Hyper-V, AWS, Azure, etc.)
・Knowledge of SSO / Identity Management solutions (Okta, Entra ID/Azure AD, Ping, etc.)
・Experience using internal tools such as Salesforce, Jira, or Power BI
English Level
Business Conversation Level (TOEIC 735-860)
Japanese Level
Native Level
Salary
JPY - Japanese Yen JPY 6000K - JPY 6500K
（Monthly Salary Range: JPY - Japanese Yen JPY 500K - JPY 541.667K *Divided into12month ）
Other Salary Description
Commuting/ Transportation Allowance
Social Insurance
Hybrid - 2 days working from Home
Onboarding and Training
English Training
Annual Merit Increase
Holidays
Five-Day Workweek
Paid Holidays
Sick Leave
Child-care Leave
Job Contract Period
Hiring for a full-time position with a six-month probation period
Nearest Station
6 minutes on foot from Daikanyama Station North Exit
7 minutes on foot from Shibuya Station New South Exit
10 minutes on foot from Ebisu Station