Technical Support Engineer (Bilingual English/Japanese)
About The Role
Verkada is expanding rapidly in the JAPAC region. We are looking for our first Technical Support Engineers in Tokyo to join our elite team of engineers serving our growing base of enterprise customers. This high-impact role centers on owning and resolving challenging issues across the entire suite of Verkada products, acting as customers' go-to person for difficult problems, and providing crucial support.
Your responsibilities will involve diving deep into intricate customer environments, troubleshooting complex systems, and educating customers and partners on installation and configuration best practices. You will collaborate closely with the Engineering and Product teams to identify and resolve bugs, providing essential feedback to drive product improvement. You will help develop the team by working with other engineers on tough problems, effective communication strategies, and mastery of the Verkada portfolio.
This role requires that you be on-site 5 days per week at our vibrant office in Tokyo where collaboration and innovation thrive.
What You'll Do
Full-stack troubleshooting of the entire Verkada platform including, network, hardware, software, and electrical issues
Provide best practice design, installation, and configuration expertise to enterprise customers
Communicate technical matters to customers both orally and in writing
Own customer issues from creation to resolution
Collaborate with Engineering and Product teams to test new products and identify bugs
Write technical knowledge base articles and whitepapers
Staying up to date on the latest products and industry technologies
Build tools and processes that will scale
What You Bring
1+ year of experience in a Technical Support Engineering, Computer Networking, or IT role
Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited college
Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems
Must be bilingual in Japanese and English, at C1 or C2 on the CEFR Scale
Ability to communicate complex technical matters both orally and in writing, in both English and Japanese
Excellent customer service skills and ability to multitask and prioritize in a fast-paced environment
Demonstrated problem-solving skills and attention to detail
Experience with electrical, Linux, APIs, Python or other coding languages is a plus
Industry certifications are a plus: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+
Japan Employee Benefits
Verkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:
Healthcare programs that can be tailored to meet the personal health and financial well-being needs
Paid parental leave policy & fertility benefits
Time off to relax and recharge through our paid holidays, firmwide extended holidays, generous time off, and personal sick time
Professional development stipend
Wellness/fitness benefits
Healthy lunches provided daily
Commuter benefits
Additional Information:
We do sponsor and take over sponsorship of employment visas for this role. If we make you an offer, we will make every reasonable effort to get you a visa.