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About the Role

The Senior Technical Customer Support role involves resolving complex customer issues through various channels, acting as an escalation point, and driving efficiency in technical operations. This position requires maintaining deep expertise in Zebra products, providing technical training, and fostering collaboration across internal teams to enhance customer satisfaction.

Responsibilities

• Maintain technical competence in Enterprise Printer, Advanced Data Capture, and Mobile Computer product lines.
• Provide timely post-sales technical support via phone, email, and onsite visits.
• Perform system integration troubleshooting and onsite support with 50% travel frequency.
• Provide second-level support to partners and front-line representatives.
• Maintain accurate records in the CRM software system.
• Facilitate Systemic Problem Reports with the Engineering Department.
• Provide technical training and mentoring to Level 1 support personnel.
• Contribute to and approve knowledgebase content.
• Collaborate with Sales, Engineering, and Product Management teams.
• Ensure availability of hardware/software diagnostic tools.
• Provide regular case updates and reporting to management.
• Participate in new product training and beta programs.
• Promote Zebra core values and professional service standards.
• Support APAC customers during GMT+9 business hours.
• Participate in 24x7 global or standby support rotations.

Requirements

• Associate Degree or Professional Technical Certification in IT, Computer Science, or Networking.
• More than 5 years of direct system troubleshooting experience.
• Proficiency in English and native-level fluency in Japanese, Korean, or Chinese.
• Strong diagnostic and problem-solving skills.
• Ability to work independently on critical escalations.
• Strong time management, multitasking, and discipline.
• Up to 10% travel requirement.

Skills

• Enterprise printer configuration and repair
• Mobile computing OS troubleshooting (Android, iOS, Windows)
• Barcode and RFID scanning technologies
• Network protocol analysis
• API and SDK programming
• Intermediate AI-driven diagnostic tools
• Networking and cloud computing
• Technical leadership and mentoring
• Customer service and escalation management

Location

• Tokyo, Japan

Work Type

• Hybrid
• Full-time

Experience Level

• More than 5 years of experience

Education Level

• Associate Degree or Professional Technical Certification

Benefits

• Hybrid work
• Adaptable hours
• Summer Flex Fridays
• Focus Fridays
• Annual companywide well-being day

About the Company

• Zebra is a community of innovators developing smart solutions to solve customer challenges.
• The company fosters a culture of caring, collaboration, and respect.