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Job ID : 1156387 Date Updated : October 14th, 2021

Technical Support Engineer / Field Engineer (Required CCNA)

Hiring Company Genetec Japan KK
Location Tokyo - 23 Wards, Shinjuku-ku
Job Type Permanent Full-time
Salary Negotiable, based on experience

Work Style

Remote Work and WFH Side Business Ok Minimal Overtime Flex Time

Job Description

The role of the Technical Support Engineer APAC is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Japan and will report to the Technical Support Manager of APAC.

Technical Support

  • Use software tools to diagnose and solve complex issues and service outages
  • Conceptualize and articulate ideas clearly and concisely
  • Resolve problems in compliance with established processes
  • Ensure timely escalation of critical customer related issues through proper channels
  • Ensure timely resolution of customer issues
  • Collaborate with other Technical Support specialists and R&D engineers
  • Develop and maintain a strong relationship with new and existing customers
  • Develop and maintain an extensive working knowledge of Genetec's solutions
  • Contribute to the evolution of our software and Support processes
  • Participate in the elaboration of technical documentation and knowledge base article
  • Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool

Field Support

  • Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
  • Provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers
  • Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
  • Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Business Level
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills


  • Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
  • 3-5 years working experience in a related role
  • Strong analytical and troubleshooting skills in both hardware and software
  • Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
  • Experience in customer service, technical support, and project management
  • Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
  • Strong team player while possessing the autonomy to manage his own workload
  • Experience in physical Security environment
  • CCNA qualification
  • Fluent and proficient in verbal and written communication in English          
  • Any other languages will be considered a strong asset
  • Must possess a valid driver’s license and passport
  • Capacity to travel up to 35% for field engineering assignments


Technical Requirements

  • Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
  • Excellent knowledge of networking principles and IP protocols
  • Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
  • Experience working with a video security system over IP – CCTV system or Access control.
  • Experience working with SQL databases
  • Clear understanding of TCP, IP and UDP protocol stack
  • Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
  • Understanding of server virtualization concepts

Technical Assets

  • Deployment and troubleshooting of security systems such as:
    • CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
    • Access control systems (administration of software, reader, controller, wiring, etc.)
    • License plate recognition system and concepts
  • Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
  • Microsoft SQL Service administration experience
  • MCSE, SQL Server, VMware, or similar technical professional certifications

Work Style (additional information)

  • Work From Home available
  • ​​​​​​​Side Business Ok (need to declare before joining)
  • Minimal Overtime (with manager’s approval)
  • Flex Time (with manager’s approval)


Job Location

  • Tokyo - 23 Wards, Shinjuku-ku

Work Conditions

Job Type Permanent Full-time
Salary Negotiable, based on experience
Hiring Company Information

Genetec Japan KK

Technical Support Engineer / Field Engineer (Required CCNA) Job Information | Work in Japan · Jobs with International Companies · Jobs that Use English · CareerCross

Company Details

Company Type Small/Medium Company (300 employees or less) - International Company

Company Description

Innovation is at the core of what we do
When we started out in 1997, we knew that technology could break down barriers and broaden perspectives. Our very first IP-based video surveillance system was true to that belief. It gave customers more flexibility, scalability, and ease of use. It empowered our users to do more.

Life is better when things go smoothly
Today, we’re still focused on delivering innovation that makes life work better. As the industry leader in IP-based security solutions, it’s our aim to minimize the unknown. We build resilient, connected solutions that help businesses protect, understand, and enhance the world around them. Our solutions go beyond security. They provide operational insights that allow people to improve their business and master their environment.

Our expertise

  • Industries
  • Airport
  • Cannabis
  • Cities
  • Education
  • Energy and utilities
  • Financial institutions
  • Gaming
  • Government
  • Healthcare
  • Parking enforcement
  • Public safety
  • Retail
  • Sports and entertainment
  • Transit


  • Citigraf decision support system
  • Genetec Clearance digital evidence management


  • Mission Control collaborative decision management
  • Traffic sense unified mobility operations
  • Genetec Clearance digital evidence management
  • Genetec ClearID physical identity and access management


  • Security Center unified security platform
  • Omnicast video surveillance
  • Synergis access control
  • AutoVu automatic license plate recognition

Stratocast cloud-based video monitoring

Hardware and appliances

  • Turnkey security infrastructure solutions
  • Access control hardware
  • Access control as a service


Genetec(ジェネテック)は今日、Security Center(セキュリティ・センター)と呼ばれる単一プラットフォームで統合されたIP ビデオ監視、 入退室管理システム、および ナンバープレート認識ソリューションのグローバル・プロバイダーに成長しました。私たちは世界80か国以上の中小企業および大企業のために、より安全で確かな環境を提供するお手伝いをしています。




私たちは、業界固有のアプリケーションのニーズを満たすソリューションを設計します。たとえば、 市街地監視、 教育、 娯楽、警察、 駐車管理、 小売業、交通運輸、エネルギーとユーティリティーなどですが、これらにとどまるわけではありません。 Genetec(ジェネテック) のIPセキュリティシステム は、スケーラブルかつユーザーフレンドリーで、時間とコストを節約する機能が満載です。

  • 市街地監視
  • 教育現場向けのセキュリティ監視
  • ライフライン
  • 娯楽施設
  • 警察
  • 駐車管理
  • 小売業
  • 交通運輸業界


  • Mission Control/協調的意思決定

Genetec Mission Control™(ジェネテック・ミッションコントロール)は協調的意思決定ソリューションです。毎日の定められた職務や課題、あるいは不測の脅威に対して組織が効果的に対処するために、正確な状況の把握、状況の可視化、更には包括的インシデント管理が全く新しい水準で可能となります。

  • Stratocast/クラウド型ビデオ監視


  • Security Center

Security Center (セキュリティ・センター)はビデオ監視、入退室管理、ナンバープレート認識やSIP通信を組み合わせる統合プラットフォームです。

  • Genetec Clearance/協調的調査管理

Genetec Clearance™ (ジェネテック・クリアランス)は カメラ映像やそのほかの端末によるデジタル証拠データの保管や共有を可能とするデジタル証拠管理システムです。シンプル、安全かつ柔軟な方法で、協力体制を促進し、調査をより加速させます。

  • Genetec Retail Sence/顧客体感を改善

Genetec Retail Sense™ (ジェネテック・リテール・センス)は すでに集められた情報を有益かつ実用的なコンシューマー・インサイトに変えることにより、顧客の行動を読み解き、ショッピングエクスペリエンスを改善することを可能にします。