Support Engineer - Regional Customer Support

Our client is a global leader in providing network solutions and digital technologies to the shipping industry.

With a strong international presence across more than 30 countries and a workforce of over 1,500 employees, the company supports clients across sectors such as maritime, energy, and humanitarian services. The organisation combines deep field engineering expertise with cutting-edge capabilities in cyber security, IT infrastructure, cloud enablement, and connectivity.

The business is committed to innovation, collaboration, and creating an environment where employees can develop and thrive while delivering high-impact solutions to customers worldwide.

About the Role

Our client is seeking a motivated and customer-focused Support Engineer to join its Regional Customer Support (RCS) team in Japan. Can be based in Tokyo or Imabari.

This position plays an important role in supporting maritime communication and IT systems installed on board commercial vessels, ensuring customers receive reliable technical assistance and timely resolution of service issues.

As a first point of contact for customers, the Support Engineer will provide remote technical assistance, troubleshoot connectivity and network-related problems, and coordinate with specialist engineering teams internationally.

The role combines technical problem-solving with customer relationship management and offers the opportunity to develop specialist expertise in satellite communications, maritime connectivity, and advanced networking technologies.

We are looking for someone who enjoys solving problems, communicates confidently with customers, and thrives in a collaborative, international working environment.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-line technical support to maritime customers via telephone, email, and remote management systems.
• Diagnose and troubleshoot issues involving maritime communications, network connectivity, and IT systems.
• Perform initial technical assessments and implement standard troubleshooting procedures to resolve incidents.
• Escalate more complex technical issues to second-line engineering and specialist support teams when necessary.
• Assist customers with technical enquiries, system functionality, and service usage.

Incident Management & Customer Service

• Register, categorise, and manage customer incidents and service requests through the company's ticketing system.
• Resolve technical issues within agreed Service Level Agreements (SLAs).
• Provide regular updates to customers regarding incident status, progress, and expected resolution.
• Follow up on escalated cases to ensure satisfactory resolution and identification of underlying technical issues.
• Maintain accurate documentation of troubleshooting activities, customer communications, and incident resolutions.
• Deliver professional, responsive, and customer-oriented technical support.

Teamwork & Operational Support

• Work closely with the Japan Regional Customer Support team and international technical support colleagues.
• Participate in the team's weekend support rotation.
• Contribute to daily operational support activities and continuous service improvement.
• Share technical knowledge and troubleshooting experience with colleagues.
• Participate in customer visits when required to strengthen relationships and better understand operational requirements.
• Follow established operational procedures and internal service standards.

Qualifications & Experience

Essential Requirements

• Previous experience in technical support, IT helpdesk, telecommunications, network operations, or a related technical service environment.
• Good understanding of IT systems, networking fundamentals, and telecommunications terminology.
• Strong analytical and troubleshooting skills, with a structured approach to problem-solving.
• Excellent customer service and communication skills.
• Fluent Japanese (JLPT N1 level or equivalent) and strong professional English, both written and spoken.
• Ability to collaborate effectively with colleagues and technical teams across different locations and cultures.
• Good organisational skills, attention to detail, and the ability to manage multiple support requests.

Preferred Qualifications

• Bachelor's degree in Engineering, Electronics, Information Technology, Telecommunications, or a related discipline.
• Experience supporting satellite communications, VSAT systems, or maritime connectivity solutions.
• Knowledge of networking infrastructure, remote monitoring, and telecommunications equipment.
• Familiarity with incident management processes, operational procedures, and service-level agreements.
• Previous experience within maritime, shipping, telecommunications, or other mission-critical technical environments.
• Relevant technical experience gained through military service or other non-traditional career paths will also be considered.

Personal Attributes

Our client places significant importance on attitude, teamwork, and the ability to build trusted relationships with customers and colleagues.

The ideal candidate will demonstrate:

• A positive, proactive, and customer-focused approach.
• Strong interpersonal skills and a collaborative mindset.
• The ability to remain calm and effective when handling technical incidents under pressure.
• Curiosity and a genuine interest in learning new technologies.
• Reliability, integrity, and attention to detail.
• Initiative and the confidence to work independently when required.
• A willingness to share knowledge and contribute to the development of colleagues.
• Flexibility to support the wider team and adapt to changing operational priorities.

Why Consider This Opportunity?

This is an opportunity to join an established international technology business at the intersection of maritime operations, satellite communications, and digital transformation.

The successful candidate will benefit from:

• Exposure to advanced maritime connectivity, satellite communications, and networking technologies.
• The opportunity to work with international engineering and technical support teams.
• A varied role supporting customers operating vessels around the world.
• Opportunities to develop specialist technical expertise and broaden professional capabilities.
• A collaborative, supportive working environment where teamwork and personal development are valued.
• The stability and resources of an established global organisation operating in a specialised and evolving technology sector.

Who Should Apply?

We welcome applications from technical support engineers, IT and network support specialists, telecommunications professionals, and individuals with relevant maritime or satellite communications experience.

Direct maritime experience is advantageous but not essential. Candidates with a strong technical foundation, excellent communication skills, and a willingness to learn maritime technologies are encouraged to apply.

Above all, our client is seeking someone who can become a trusted member of the Japan support team, deliver excellent customer service, and contribute positively to the wider international organisation.