SR TECHNICAL SUPPORT ENGINEER
Responsibilities:
- Provide Support for partners and end customers via telephone, e-mail, and web
- Ability to manage a high work volume with time bound constraints
- Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
- Provide Tier 2/3 technical expertise in resolving service provider, data center, and wireless product issues
- Ensures escalations and handoffs are efficient by documenting cases clearly and completely
- Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
- Develop subject matter expertise and train/mentor others
- Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer problem
Requirements:
- Excellent troubleshooting skills
- Business and conversational level English and Japanese ability
- Strong communication skills in both English and Japanese
- JLPT N1 or equivalent experience and ability
- Ability to handle Japanese and English emails and phone calls with customers and coworkers
- Self-motivated, energetic and positive approach to solving problems
- Organization and time management skills - must be able to handle multiple issues in an organized manner
- Strong troubleshooting skills of networking protocols such as OSPF, BGP, MPLS, etc.
- OpenStack and/or Kubernetes experience are a plus
- CCNA, CCNP, CCIE, and/or CWNA certification are a plus