Sr. Technical Support Specialist

A leading global enterprise IT solutions company is looking for an experienced Sr. Technical Support Specialist.

Responsibilities:- Responding to technical inquiries from customers (via email, support tickets, and phone)
- Investigating and isolating product and system failures
- Troubleshooting issues related to operating systems, networks, LDAP, and authentication infrastructure
- Handling escalations to the development department and global teams
- Creating and updating the knowledge base
- Analyzing failure trends and proposing improvements
- Communicating technical information with internal and external stakeholders

Required Skills:
- Experience in infrastructure operations and support in Linux (RHEL/SLES-based) or Windows Server environments
- Ability to analyze logs and verify network connectivity during outages to isolate the root cause
- Knowledge of or practical experience with directory services such as Active Directory and LDAP
- Knowledge of or support experience with authentication frameworks such as SAML, OAuth2, OpenID Connect, Kerberos, and LDAP authentication
- Experience providing technical support to customers or internal staff (L2/L3 support, product support, etc.)

Why should you apply:
-Join a global enterprise IT solutions company headquartered in Canada with a strong international presence
-Work with major enterprise clients on complex digital transformation and technology implementation projects
-Opportunity to combine client-facing consulting, presales support, and end-to-end project management
-Work closely with global and offshore teams, including colleagues in India and the Philippines
-Convenient office location within close proximity to Tokyo Station
-Good work-life balance with the ability to work from home approximately two days per week
-Flexible working arrangements are relatively accessible due to the high level of global collaboration required for the role
-Company contribution to a 401K plan equivalent to 6.5% of base salary
 

Company Details:
A global enterprise IT solutions company headquartered in Canada, providing information management, business content and process management, B2B/EDI and supply chain solutions, digital experience solutions, cybersecurity, data protection, and AI-powered analytics to businesses worldwide.

Working Hours: 9:00–17:30, Monday–Friday (1-hour break)
Working Style: Basically office-based, with approximately 2 days WFH per week
Work Location: Tokyo
Holidays: Saturdays, Sundays, national holidays, year-end and New Year holidays, paid holidays, other special holidays
Services/Benefits: Social insurance, 401K, employee benefits program, etc.