This is a Fully Remote Job About Our Client: The organization operates in the IT operations industry, addressing the challenges of managing and securing endpoints across diverse environments. It offers a unified IT operations platform that integrates endpoint management, autonomous patching, backup, and remote access within a single console. This approach enhances operational efficiency, resilience, and cost management for nearly 40,000 customers across more than 140 countries. The organization is committed to customer success, maintaining a high customer satisfaction rating. About the Opportunity: The L2 SUPPORT ENGINEER is responsible for assisting Level 1 technicians by resolving elevated technical issues and validating new problems related to IT endpoint management. The role focuses on providing advanced troubleshooting and ensuring effective solutions or escalations for complex issues, primarily serving the Japan region. This position contributes to maintaining high service quality and customer satisfaction by managing technical challenges that require deeper analysis and coordination with multiple internal teams. Responsibilities: Review support tickets and previous troubleshooting efforts Prioritize and manage troubleshooting workflow Verify configurations and policies applied by Level 1 support Reproduce technical issues and collect supporting data Confirm integration setups and gather information for bug escalations Identify solutions or workarounds for known issues and communicate to customers Escalate unresolved or new issues with detailed documentation Adhere to a fixed schedule including rotating on-call duties Provide prompt follow-up on support tickets and calls Work effectively with limited supervision Collaborate with Engineering, Customer Success, QA, and Product Management to resolve issues and improve products Deliver product and technology training to internal teams and partners Share knowledge and contribute to knowledge base content Perform other duties as required Requirements: Associate’s degree in Computer Science or equivalent experience Fluency in Japanese and English required Minimum 2 years’ customer service or support experience Proficient in Windows troubleshooting; knowledge of MacOS and Linux is advantageous Familiarity with Windows registry and services Experience with Zendesk is a plus Strong communication skills Good judgment in prioritizing customer impact Adaptability to new technologies and processes Team-oriented with strong interpersonal skills Understanding of virtualization platforms and basic networking Experience with RMM software is beneficial Pay Range and Compensation Package: For California, Colorado, Maryland, New Jersey, or Washington locations, base salary range is $75,000 to $85,000 per year Compensation will be determined based on location, experience, and skills Benefits & Perks: Medical insurance Dental insurance Vision insurance 401(k) plan Life insurance coverage Paid time off Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.