SR TECHNICAL SUPPORT ENGINEER

Services Chiyoda-Ku, Tokyo


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