Technical Support Engineer (Bilingual English/Japanese)

Who We Are Verkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation , more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and Verkada is at the center of it. You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million Verkada devices are deployed across 170+ countries. About The Role Verkada is expanding rapidly in the JAPAC region. We are looking for our first Technical Support Engineers in Tokyo to join our elite team of engineers serving our growing base of enterprise customers. This high-impact role centers on owning and resolving challenging issues across the entire suite of Verkada products, acting as customers' go-to person for difficult problems, and providing crucial support. Your responsibilities will involve diving deep into intricate customer environments, troubleshooting complex systems, and educating customers and partners on installation and configuration best practices. You will collaborate closely with the Engineering and Product teams to identify and resolve bugs, providing essential feedback to drive product improvement. You will help develop the team by working with other engineers on tough problems, effective communication strategies, and mastery of the Verkada portfolio. This role requires that you be on-site 5 days per week at our vibrant office in Tokyo where collaboration and innovation thrive. What You'll Do • Full-stack troubleshooting of the entire Verkada platform including, network, hardware, software, and electrical issues • Provide best practice design, installation, and configuration expertise to enterprise customers • Communicate technical matters to customers both orally and in writing • Own customer issues from creation to resolution • Collaborate with Engineering and Product teams to test new products and identify bugs • Write technical knowledge base articles and whitepapers • Staying up to date on the latest products and industry technologies • Build tools and processes that will scale What You Bring • 1+ year of experience in a Technical Support Engineering, Computer Networking, or IT role • Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited college • Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems • Must be bilingual in Japanese and English, at C1 or C2 on the CEFR Scale • Ability to communicate complex technical matters both orally and in writing, in both English and Japanese • Excellent customer service skills and ability to multitask and prioritize in a fast-paced environment • Demonstrated problem-solving skills and attention to detail • Experience with electrical, Linux, APIs, Python or other coding languages is a plus • I