Technical Support Engineer at Ivanti | Tokyo, Japan

IvantiTokyo, Japan

On-site Full-time

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Experience Level

Experience

Qualifications

Required Qualifications: Experience in technical support or similar roles, focusing on customer service and technical troubleshooting. Excellent problem-solving skills and the ability to think critically under pressure. Strong communication skills, both verbal and written, to effectively assist customers. Ability to work independently and as part of a team in a fast-paced environment.

About the job

Technical Support Engineer (Tokyo, Japan).

Are you a passionate technical problem solver who thrives on transforming customer challenges into success stories? Join Ivanti, where you will deliver expert support and cultivate trusted partnerships, empowering clients to benefit from secure, top-tier IT solutions. Your technical expertise and dedication to customer satisfaction will significantly enhance the experience of our global clientele, every single day.

Why this role matters

Your contribution will play a crucial role in establishing secure, scalable IT environments for prominent organizations across the globe. You will be at the forefront of our customer experience, tackling intricate technical challenges and enabling clients to harness the full potential of Ivanti's solutions. By becoming part of our team, you will help redefine support and empower our enterprise customers to flourish in a rapidly evolving Everywhere Work environment.

What you’ll do:

Provide comprehensive technical support for Ivanti’s SaaS and on-premises platforms, effectively resolving complex customer inquiries and cases.
Troubleshoot and analyze root causes, delivering clear and efficient solutions for client/server communications, SSL/TLS, networking, and mobile device management.
Foster strong relationships with customers through empathetic, proactive support and transparent communication.
Work collaboratively with cross-functional teams, leveraging your insights to advocate for optimal technical outcomes.
Set up and maintain test environments to replicate issues, ensuring robust troubleshooting capabilities.
Develop and author Knowledge Base articles to empower customers and promote self-service.
Stay updated on best practices and new product features to provide world-class support.
Advise customers on secure network communications, including SSL/TLS protocols, certificate management, and troubleshooting security issues.

What you will bring:

Proven experience troubleshooting client/server communications and enterprise systems (DNS, networking, firewalls, SMTP, HTTPS, load balancers, ActiveSync, and Microsoft server technologies).
Hands-on expertise in Mobile Device Management (MDM), particularly with Apple iOS and Android Enterprise.
Strong analytical skills for diagnosing SSL/TLS issues, including handshake failures, certificate errors, and network blocks.
Knowledge in cloud environments (Azure/Intune), networking, and security protocols.

About Ivanti

Ivanti is a leader in IT solutions, focusing on providing secure and efficient services to businesses worldwide. Our commitment to innovation and customer satisfaction drives us to empower organizations to thrive in a digital landscape.

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