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About the Role

The Technical Services Engineer (TSE) provides comprehensive after-sales and technical support to partners, distributors, resellers, and end-users via telephone, web portal, and chat. This role involves managing cases from initiation to closure, participating in training, and contributing to knowledge bases like FAQs. A strong emphasis is placed on customer care, communication, and troubleshooting quality.

Responsibilities

Provide advanced support to end-users, resellers/partners, and distributors via phone, Web portal system, and chat.
Work with a case-driven system where you have the final responsibility towards the customer to conclude and close your cases.
Assist primarily the sales office in the region, with both after-sales and technical support.
Build technical knowledge and contribute to developing the support function within the team.
Authorize warranty exchange (RMA) and handle day-to-day issues with the RMA partner for the region.
Take part and contribute in team training initiatives.
Collaborate with the global technical support team to share ideas and information.

Requirements

Strong computer and network knowledge.
Passion for technology and problem-solving.
Solid knowledge of TCP/IP, SIP, video streaming technologies.
Familiarity with switches, routers, servers, network cameras, NVRs, and IoT devices.
Excellent communication skills.
Service-oriented and open-minded individual.
Native Japanese language proficiency.
Business-level English proficiency (TOEIC score of 600 or above preferred).
Experience working in an international company is preferable.
Background checks may be required for certain roles.

Skills

Customer support
Technical support
TCP/IP
SIP
Video streaming technologies
Network hardware (switches, routers, servers, network cameras, NVRs)
IoT
Communication
Problem-solving
Customer service

Location

Tokyo, Japan

Work Type

Permanent Employment
Hybrid working

Benefits

Opportunities for travel abroad
Comprehensive Support: Access to Mental Health and Employee Assistance Program (EAP) benefit.
Work-Life Balance: Company prefers to work efficiently and effectively, minimizing overtime.
Great Place to Work: Company was awarded the "Great Place to Work" certification.
Market Leadership: Axis is a fast-growing international company, operating worldwide with offices in more than 40 countries. We are the global market leader in network video.
Corporate Stability: Company is part of the Canon Group; however Axis runs completely independently. Great financial backing and ability to leverage Canon’s influence and network.
Innovative Solutions: Company also has integrated software which can provide marketing analytics of customers for marketing purposes through their security cameras.

About the Company

Axis Communications enables a smarter, safer world by creating innovative solutions for improving security and business performance.
As a network technology company and industry leader, Axis offers solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.
With around 6000 committed employees in over 50 countries, Axis collaborates with partners worldwide.
The company fosters a friendly, open, and collaborative culture, inspiring each other to think beyond the expected.
Axis is united by a commitment to inclusion, diversity, and sustainability, consistently seeking to develop skills and ways of working.
Axis is a fast-growing international company, operating worldwide with offices in more than 40 countries.
Axis is the global market leader in network video.
Axis is part of the Canon Group, but operates completely independently.
Axis provides integrated software for marketing analytics through security cameras.