Product Support Engineer

Join Nexthink’s global Product Support team and help build our support presence in Japan. Nexthink is a complex, enterprise-grade solution used by customers worldwide, and this role sits at the intersection of technology, customers, and real problem-solving—not ticket-passing.

As our first Product Support Engineer in Japan, you’ll go beyond standard L1/L2 support, tackling advanced troubleshooting, driving cross-team coordination, and helping shape how we support Japanese customers. You’ll partner closely with the Global Support team and act as a key local interface for customers and internal stakeholders.

You’ll report to the Global Service Delivery Manager (India) and work closely with global Support, Engineering, and Product teams to deliver a high-quality support experience for Japan.

Job Duties

• Own L1 & L2 support cases for customers and partners in Japan and other assigned regions, from first contact to resolution
• Provide advanced troubleshooting support(L2+) by handling complex, ambiguous issues.
• Troubleshoot advanced issues across Linux servers, Windows environments, networking, and cloud infrastructure
• Work directly with customers via Japanese-language communications (calls, remote sessions, written follow-ups), and communicate effectively in English with global teams
• Coordinate closely with the Global Support team for case collaboration, escalations, shift handovers, and shared operational practices
• Track and manage cases end-to-end, ensuring accurate triage, timely updates, and high-quality resolutions
• Collaborate with Engineering, Product, and other internal teams to accelerate investigation and resolution of complex issues
• Participate in incident handling, post-incident reviews, and follow-up actions when needed
• Create and improve knowledge base content (in English, and Japanese where appropriate) so the same issue doesn’t get solved twice
• Help establish and improve Japan support operations (templates, triage patterns, common issue playbooks, customer communication standards) as the function grows
• Take real ownership of your domain—not just “do what the runbook says”