Technical Support Engineer (Japan) - Audio

Knowledge of audio interfaces, MIDI control, home/studio recording setups and music production. Experience working with customers. Experience with Mac OS X and Windows systems. Good organisational and communication skills. A polite and helpful phone and email manner is a must. An interest in music/audio. Fluent in Japanese to a high standard and English to a reasonable standard. Based in Japan.

Act as focal point for all technical and non-technical enquiries relating to the Focusrite Group product lines, E-Store, product registration and software activation. Recreate end-user setups to replicate issues reported in the field and submit bug reports to the development team. Work with Japan sales team & distribution network to ensure our customers in the region are getting a great customer experience. Monitor and respond to Amazon and TrustPilot reviews coming in from customers. Coordinate incoming beta feedback, forward bug reports on the QA team, technical enquiries to the Support team, maintain good lines of communication with our beta testers throughout. Work closely alongside worldwide support team members providing assistance where necessary and collecting feedback on common customer issues from different territories.