Technical Support Engineer (Japanese Bilingual) - Remote

Job Title: Technical Support Engineer (Japanese Bilingual)

Work Where People Matter

• At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

We are hiring a Network Support Engineer responsible for handling complex escalations and providing advanced technical support for enterprise networking solutions including EMM, CDN, and IoT Smart Cities. The role requires strong networking expertise, customer-facing experience, and the ability to ensure timely resolution of high-priority issues.

Key Responsibilities:

• Provide Tier 3 technical support and resolve complex network issues
• Work directly with customers and manage escalations from Tier 2 to Tier 4 vendors
• Troubleshoot internet protocols, network infrastructure, and enterprise systems
• Ensure customer satisfaction through timely and effective issue resolution
• Support network design, troubleshooting, and root cause analysis
• Mentor junior engineers and act as a subject matter expert

What We're Looking For

Required:

1. Basic Telecom, MS-Office, ATT Products, Networks Fundamentals, Network Design Level 1 and 2
2. Excellent written and verbal skills in English (CEFR B2 and above)
3. Technical Support serving as escalation resource to resolve complex issues with the following products; Enterprise Mobility Management (EMM) Content Delivery Network (CDN) and IoT SmartCities. Works directly with customers to resolve trouble tickets escalated from Tier 2. Escalates issues to Tier 4 vendors as appropriate. Ensure customer satisfaction through timely resolution of escalated issues. Internet Protocols (HTTP, DNS, TCP/IP, ICMP), Internet Components (routers, proxies, gateways, servers), Technical Support, Customer Facing, Troubleshooting Skills
4. Should have strong networking background
5. Native Japanese or JLPT N1–N3 proficiency required

Desired:

1. May monitor and train junior engineers and act as subject matter experts for customer and AT&T organizations
2. Determine feasibility of technical solutions. Assist in root cause determination of network and related problems
3. Should have knowledge of Lan protocols like STP, RSTP, DTP, VTP, HSRP, VRRP etc
4. Should have knowledge of WAN protocols like EIGRP, OSPF and BGP. Should have good and working knowledge of MPLS
5. Should have knowledge of Wireless, including Controllers based Access Points

Work Setup

• Work Location: Eastwood, QC - Work from Home setup with occasional onsite activities.

• Shift: 24/7 Rotational Shift

About Tech Mahindra Philippines

Tech Mahindra is a global leader in digital transformation, consulting, and business re-engineering services. In the Philippines, our teams in Manila and Cebu drive world-class customer experiences and advanced technology solutions for global brands. We foster a culture of collaboration, diversity, and growth — empowering every associate to thrive.