IT Support Engineer

KOMOJU is the leading cross-border payment gateway for Japan. We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok. Today we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly API’s to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

About the position

We are looking for an IT Support Engineer to provide first-line internal IT support to KOMOJU staff. You will be the primary point of contact for IT-related issues, supporting employees in a mixed Windows and macOS environment. This role includes both on-site and remote support, with regular in-office presence expected.

Your main focus will be day-to-day user support, ticket management, and onboarding/offboarding assistance. More complex or security-sensitive matters will be escalated to senior IT team members. We are still evolving our internal IT processes, so we’re looking for someone who is comfortable working in a growing environment and contributing to process improvements over time. This role is ideal for someone early in their IT career who is genuinely interested in technology, enjoys helping others, and wants to build strong foundations while growing into more advanced responsibilities.

This role requires regular in-office presence in Tokyo and daily collaboration in a bilingual (Japanese/English) environment.

Responsibilities

• Act as the first point of contact for IT support requests
• Troubleshoot common hardware, software, access, and connectivity issues
• Provide support both in person and remotely as needed, communicating with colleagues in both Japanese and English
• Log, track, and manage tickets using Jira Service Management
• Prioritise issues appropriately and ensure timely follow-up
• Escalate complex, non-standard, or security-related issues with clear documentation
• Support employee onboarding and offboarding (laptop setup, account configuration, device handover)
• Perform routine device management tasks (e.g., MDM enrollment and policy verification)
• Provide basic identity and access support (account provisioning, group updates, MFA resets, login troubleshooting)
• Follow internal IT and security guidelines while contributing to documentation and process improvements

Requirements

• Some experience supporting Windows and/or macOS environments (professional or educational background)
• Familiarity with fundamental IT support concepts (hardware, operating systems, applications, user access)
• Experience using a ticketing systems (Jira preferred) or willingness to learn
• Basic understanding of Google Workspace
• Foundational understanding of device management concepts (MDM) 
• Clear and friendly communication skills when working with non-technical users
• Comfort working in both Japanese and English in a professional setting (our internal environment is bilingual)
• Strong organisational skills and attention to detail
• Ability to recognise when issues should be escalated
• A proactive, self-driven mindset
• Comfort working in an evolving environment
• A service-oriented and approachable attitude

You may be a fit if you:

• Enjoy helping people solve problems
• Are curious about how systems work and like figuring things out
• Feel comfortable working in a growing environment
• Take ownership rather than waiting for detailed instructions

Benefits

• Salary increase based on annual performance evaluation
• Profit sharing (paid twice a year)
• Hybrid system that allows both remote and office work
• Full social insurance (Kanto IT Software Health Insurance Association)
• Health checkups
• Sports club privileges
• Recreation facilities
• Language training (subsidized lesson fees of 10,000 to 20,000 yen/month)
• Self-study support (up to 100,000 yen per year)