Technical Support Specialist, Level 1

📍 Job Overview

Job Title: Technical Support Specialist, Level 1 - Japanese
Company: SOTI
Location: Gurgaon, Haryana, India
Job Type: On-site, Full-time
Category: Customer Support & Services
Date Posted: August 12, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Lead a team of 7-11 technical support specialists, providing telephone and email-based pre- and post-sales support for SOTI's software products.
Troubleshoot and resolve customer-reported issues, collaborating with internal product development teams.
Plan, prioritize, and organize workload, consistently meeting service standards and agreed objectives.
Coach, mentor, and drive the career progression of team members through regular one-on-one meetings.
Some local and international travel may be required to support events.

📝 Enhancement Note: This role requires a strong focus on customer service, technical problem-solving, and team leadership. Familiarity with mobile device management (MDM) solutions and CRM systems would be an asset.

💻 Primary Responsibilities

Team Leadership: Lead a team of 7-11 technical support specialists, assigning tasks, and monitoring progress. Conduct regular one-on-one meetings for coaching, mentoring, and career progression.
Customer Support: Provide telephone and email-based pre- and post-sales technical support for SOTI's software products in Japanese.
Issue Resolution: Investigate issues reported by customers, and communicate with internal product development teams to resolve product issues.
Workload Management: Plan, prioritize, and organize workload, consistently working within service standards and agreed objectives.
Performance Reporting: Track technical team KPIs monthly and report on status and progress.
Project & Escalation Support: Work with the leadership team on projects and escalations as required.
Event Support: Some local and international travel may be required to support events.

📝 Enhancement Note: This role involves a high level of customer interaction, requiring strong communication skills and the ability to manage multiple tasks and priorities effectively.

🎓 Skills & Qualifications

Education: A degree or diploma in Computer Networking, Information Technology, Computer Science, or a related technical field.

Experience: 2-3 years of experience acting as a technical team lead.

Required Skills:

Outstanding verbal and written communication skills in English and Japanese
Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
Strong problem-solving abilities, team player (flexible, hard-working, fast-learner, self-motivated, results-oriented)
Knowledge of mobile computing platforms (Android, iOS, Windows Mobile, and Blackberry)
Solid troubleshooting skills and logic
Experience with CRM solutions
Previous experience working with MDM (Mobile Device Management) solutions (asset)

Preferred Skills:

Familiarity with SOTI's software products
Experience working in a fast-paced, customer-focused environment

📝 Enhancement Note: While not explicitly stated, experience with Japanese customer support and familiarity with Japanese business culture would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: INR 4,00,000 - 6,00,000 per annum (Estimated, based on industry standards for similar roles in Gurgaon)

Benefits:

Competitive salary and benefits package
Opportunities for career growth and development
A dynamic and entrepreneurial work environment

Working Hours: Full-time (40 hours per week), with some flexibility for event support

📝 Enhancement Note: The salary range provided is an estimate based on industry standards for similar roles in Gurgaon. Actual compensation may vary based on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: SOTI is a global leader in Enterprise Mobility Management (EMM) and Internet of Things (IoT) solutions, providing technology that manages, secures, and supports the modern workplace.

Company Size: SOTI has over 1,000 employees worldwide, providing a large and diverse team to work with and learn from.

Founded: 1999

Team Structure:

The technical support team consists of multiple levels, with this role focusing on leading a team of 7-11 Level 1 support specialists.
The team works closely with product development and other internal teams to resolve customer issues and improve products.

Development Methodology:

SOTI follows Agile methodologies for product development, with a focus on continuous improvement and customer satisfaction.
The technical support team works closely with product development to ensure customer feedback is incorporated into the development process.

Company Website: SOTI

📝 Enhancement Note: SOTI's company culture is driven by innovation, with a focus on providing excellent customer service and supporting the growth and development of its employees.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a Level 1 Technical Support Specialist, focusing on customer support and issue resolution. It provides an excellent foundation for a career in technical support, customer service, or related fields.

Reporting Structure: This role reports directly to the Technical Support Manager and is responsible for leading a team of 7-11 Level 1 support specialists.

Technical Impact: This role has a direct impact on customer satisfaction and the resolution of technical issues, contributing to SOTI's overall customer support and product improvement efforts.

Growth Opportunities:

Progression to higher-level technical support roles, such as Senior Technical Support Specialist or Technical Support Manager.
Opportunities to specialize in specific areas, such as product-specific support or escalation management.
Career paths in related fields, such as Customer Success, Technical Writing, or Product Management.

📝 Enhancement Note: This role offers significant opportunities for career growth and development, with a clear path to progression within the technical support team and related fields.

🌐 Work Environment

Office Type: SOTI's Gurgaon office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Gurgaon, Haryana, India

Workspace Context:

The technical support team works in an open-plan office, with dedicated workstations and access to collaboration spaces.
The team uses a range of tools and technologies to support customers, including CRM systems, ticketing systems, and remote access software.

Work Schedule: Full-time (40 hours per week), with some flexibility for event support. The team works a rotating shift schedule to provide 24/7 customer support.

📝 Enhancement Note: SOTI's work environment is designed to support collaboration, innovation, and customer focus, with a range of tools and technologies to support the team's work.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of troubleshooting skills, focusing on network protocols and problem-solving.
Behavioral Interview: A discussion of past experiences and how they relate to the role's requirements.
Final Interview: A meeting with the hiring manager to discuss the role in more detail and answer any questions.

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation:

Brush up on computer networking principles, with a focus on the OSI model, firewalls, network protocols, and subnetting.
Prepare for a hands-on troubleshooting assessment, focusing on problem-solving and logical thinking.
Familiarize yourself with SOTI's products and the role's requirements.

ATS Keywords: (See the 'Skills & Qualifications' section for a comprehensive list of relevant keywords)

📝 Enhancement Note: The interview process for this role focuses on assessing technical skills, problem-solving abilities, and cultural fit. Preparation should focus on these areas, with a particular emphasis on computer networking principles and troubleshooting skills.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: N/A for this role

Collaboration Style:

SOTI's technical support team works collaboratively, with a focus on knowledge sharing and continuous learning.
The team uses a range of tools and technologies to support customers, including CRM systems, ticketing systems, and remote access software.
The team works closely with product development and other internal teams to resolve customer issues and improve products.

📝 Enhancement Note: SOTI's team culture is driven by collaboration, innovation, and customer focus, with a strong emphasis on knowledge sharing and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a team of 7-11 support specialists, assigning tasks, and monitoring progress.
Investigating and resolving complex customer-reported issues, often under tight deadlines.
Keeping up-to-date with the latest product releases and updates, and communicating changes to the team.

Learning & Development Opportunities:

Opportunities to learn and develop technical skills through hands-on experience and training.
The chance to work with a wide range of customers, gaining insights into their needs and preferences.
Progression to higher-level technical support roles, with increased responsibility and autonomy.

📝 Enhancement Note: This role offers significant opportunities for learning and development, with a focus on technical skills, customer service, and team leadership.

💡 Interview Preparation

Technical Questions:

Networking Principles: Be prepared to discuss the OSI model, firewalls, network protocols, and subnetting in detail.
Troubleshooting: Prepare for a hands-on assessment of troubleshooting skills, focusing on problem-solving and logical thinking.
Customer Service: Be ready to discuss your approach to customer service and how you handle difficult or frustrated customers.

Company & Culture Questions:

Customer Focus: Be prepared to discuss how you ensure customer satisfaction and go above and beyond to resolve issues.
Teamwork: Prepare to discuss your experience working in a team and how you support and develop your team members.
Adaptability: Be ready to discuss how you adapt to change and learn new things quickly.

Portfolio Presentation Strategy: N/A for this role

📝 Enhancement Note: Preparation for this role should focus on technical skills, customer service, and team leadership, with a particular emphasis on computer networking principles and troubleshooting skills.

📌 Application Steps

To apply for this Technical Support Specialist, Level 1 - Japanese position:

Submit your application through the application link provided.
Tailor your resume to highlight your technical skills, customer service experience, and team leadership abilities.
Prepare for the phone screen, technical assessment, behavioral interview, and final interview by brushing up on your computer networking principles, troubleshooting skills, and customer service experience.
Research SOTI's products and company culture to ensure a strong fit and understanding of the role's requirements.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist, Level 1 - Japanese