• Deliver exceptional technical support as a second line of defense • Troubleshoot and resolve technical challenges in SaaS and private cloud environments • Collaborate cross-functionally with Customer & Product Support, Product and Engineering • Contribute to knowledge sharing by creating support documentation and tutorials • Advocate for customers by representing their voices in internal discussions • Continuously build product knowledge and stay updated on new features

Technical Support Analyst – Japan / Remote (Global) Blancco Technology Group is looking for a bright Technical Support Analyst to provide enterprise level technical software/hardware support to our customers through supported channels (phone/portal/email). The candidate should have a good understanding of basic IT solutions, concepts and environments. Fluent English and Japanese communication skills (JLPT N2 or higher), both written and verbal, are required. Candidates with at least 2 years of professional experience are preferred. **Please note we are unable to provide visa sponsorship for this role** Required Skills: • Strong customer service skills, with a strong attention to detail. • Ability to efficiently diagnose, troubleshoot and resolve basic technical issues, both hardware and software. • Familiarity with help-desk software, especially JIRA Service Management. • Thorough and accurate written communication skills, for both external and internal audiences. • Ability to research internal and external documentation and present effectively to customers. • Highly motivated and works well in both team and individual environments. Responsibilities: • Log, capture, and troubleshoot customer issues, while providing responses and resolutions within defined SLA’s. • Manage multiple customers and issues on a varying level of priority. • Utilize strong communication skills to provide excellent technical and customer service, as an HDI certified Support Center of Excellence. • Proactively communicate with internal teams to facilitate quick issue identification and resolution. • Recognize and initiate issue escalations on behalf of customers in order to meet commitments, including working directly with Sr. Support Team and Regional Managers. • Develop best practice and technical knowledge articles to support Blancco Technology Group's continuous improvement model. • Ensure all communications are accurately logged in help-desk software, following Technical Support Process Guide. Working Hours: • Availability to work weekday shifts from 5:00 PM to 9:00 PM (Japan Standard Time) • Availability to work on weekends and public holidays • Two days off per week (shift-based schedule) Location: This role is open to candidates based in Japan or overseas (remote work supported). If you're ready to kick-start your career in tech support and join a fast-growing, forward-thinking organisation, we’d love to hear from you! 🚀

• Administer and maintain enterprise collaboration tools (e.g., Microsoft Teams, Zoom, Slack, SharePoint) • Provide technical support for collaboration tools and services • Empower users to effectively use collaboration tools through training and resources • Enhance collaboration workflows through tool integrations and automation • Monitor usage and performance to ensure optimal user experience

• Monitor application support queues in ServiceNow throughout the assigned shift • Triage incoming tickets: assess priority, classify issue type, initiate SLA clock • Resolve documented issues independently using knowledge base articles • Provide user guidance: login/auth issues, access requests, navigation, reporting, workarounds • Escalate undocumented or complex issues to L2 with full reproduction context (steps, environment, logs) • Ensure P3/P4 response SLA timestamps are captured within contractual windows • Participate in P1/P2 incident calls as documentation and communication support • Maintain and update KB articles based on recurring issue patterns • Log all actions in ServiceNow: work notes, resolution notes, customer-facing comments