Audiovisual Support Engineer (Tier 3)

Location: Tokyo, Japan (Hybrid)

A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking a Tier 3 level hardware / software Support Engineers! If you are an Electronics Nerd who geeks out on Electronics like Bluetooth Earbuds, Headsets, and Streaming Video Cameras, this position is for you!

A Tier 3 Support Engineer responsible for resolving escalations from both Tier 1 and Tier 2 support teams. This role involves taking ownership of advanced technical issues, coordinating with internal and external stakeholders, and ensuring effective communication throughout the resolution process.

Key responsibilities:

• Resolve technical issues escalated by Tier 1 and Tier 2 Support
• Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
• Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
• Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as Microsoft Teams Rooms and Zoom Rooms
• Drive and own the tickets escalated to Tier 2, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2
• Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
• Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
• Provide training to Tier 1 Support Specialists

Requirements:

• High standard of personal integrity & professionalism
• We are looking for a native Japanese who are fluent in English.
• Bachelor’s degree in a related field or combination of relevant education and experience
• 3–5 years in a similar role
• Familiar with test processes and methodologies
• Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
• Excellent organizational, time management, communication, and presentation skills
• Ability to lead meetings, present to an audience, and conduct solution training.
• Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing.
• Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
• 2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation
• 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.
• The capability to explain complex setups and solutions.
• Strong analytical and influencing skills
• Ability to assist in building and supporting business cases
• Fluent in English, additional languages a plus
• Excellent communication skills, both written and verbal
• Ability to travel up to 20%