IFS Support Engineer

About the role

You will diagnose software issues and technical configurations within IFS products on a daily basis, taking ownership of complex cases from initial intake through to final resolution. Your work will involve developing high-quality, technically sound solutions while leveraging deep functional expertise in relevant IFS product areas to ensure business continuity. You will act as a trusted technical advisor, interpreting system behavior and translating intricate technical details into clear guidance for both internal and external stakeholders. This position requires a disciplined approach to problem-solving, utilizing structured methodologies to isolate root causes and implement effective fixes. You will play a key role in enhancing the overall stability and performance of IFS environments by applying your technical and functional expertise. Success in this role will be measured by your ability to resolve issues efficiently while adhering to strict quality and compliance standards. You will contribute directly to customer satisfaction by ensuring that support processes are reliable, predictable, and aligned with IFS best practices.

Key facts

What you'll do

• Analyze intricate software faults and configuration anomalies across IFS product suites using advanced diagnostic techniques.
• Develop and implement robust software solutions that align precisely with IFS Cloud architecture, industry standards, and organizational governance.
• Collaborate cross-functionally with development, product, and operations teams to engineer innovative solutions for complex business challenges.
• Utilize comprehensive knowledge of IFS Unified processes to address detailed customer inquiries and recommend strategic enhancements.
• Create, refine, and maintain extensive knowledge base articles, standard operating procedures, and FAQs to drive continuous improvement and self-service adoption.
• Leverage specialized IFS tools and interfaces to resolve high-priority issues and actively participate in community discussions to share actionable insights.
• Apply a deep understanding of IFS support policies, product versions, and release cycles to deliver timely and effective assistance.
• Follow established organizational guidelines rigorously to ensure consistent issue resolution, maintain compliance, and uphold quality benchmarks.
• Manage and coordinate scheduled maintenance activities, aligning with stakeholders to minimize disruption and drive seamless issue resolution across teams.
• Communicate with clarity and precision to customers and stakeholders, providing detailed status updates, technical explanations, and resolution plans.

Requirements

• Hold a university degree or possess equivalent professional qualifications specifically in software/system engineering or IT operations from a recognized institution.
• Demonstrate fundamental knowledge of Object-Oriented Programming principles, including inheritance, encapsulation, and polymorphism, as applied to enterprise systems.
• Exhibit a strong customer focus with an unwavering commitment to resolving technical issues efficiently and to a high standard of service.
• Possess familiarity with database programming, with an emphasis on Oracle SQL and PL/SQL, including query writing, optimization, and debugging.
• Show a willingness to learn and rapidly develop expertise in IFS technologies, even if previous direct experience is limited or absent.
• Adhere strictly to all organizational policies, procedures, and compliance requirements that govern support operations and data handling.
• Work effectively within a structured support environment, following defined processes, escalation paths, and reporting mechanisms.
• Maintain confidentiality and data integrity at all times when handling sensitive customer information and system details.

Nice to have

• Bring prior experience in a similar support role within enterprise software environments, particularly those involving complex ERP or business software.
• Show knowledge of cloud-based technologies and solutions, including deployment models, scalability considerations, and operational best practices in hybrid cloud contexts.

Practical notes

• Visa sponsorship may be available for qualified candidates who meet specific regulatory and eligibility requirements under Japanese immigration law.
• IFS offers a range of benefits designed to support employee well-being, including opportunities for professional development, continuous learning, and career progression.
• The company is committed to sustainability and responsible business practices, integrating environmental and social considerations into its operations.
• Applications must be submitted by the published application deadline, as late submissions cannot be guaranteed consideration or review.
• This role is based in Tokyo and requires reliable access to the designated work location during standard business hours as defined by local regulations and team schedules.
• Candidates should be prepared to engage with global support communities, contributing insights and learning from peers across different regions and time zones.
• Successful candidates may be required to undergo background checks or additional verification steps as part of the onboarding process, in accordance with corporate policy.
• The selection process may include technical assessments, interviews, and reference checks to ensure the best match for the demands of the IFS Support Engineer position.