IT (Other) - Customer Support Engineer
IT (Hardware/Network) - Project Manager
IT (Other) - Other
|Industry||IT - Other|
・Respond to and resolve technical issues related to our products and infrastructure as reported by or alerted to impact of our partner and customer technical staff.
・Demonstrate leadership and work independently to drive the resolution of complex technical problems, including escalations to our product engineers and/or operational teams.
・React quickly to and own issues that are critically impacting customer’s businesses, including incident management participation and iteratively improving inter-team communications and Service Level Agreement delivery to resolve urgent issues.
・Work independently with our customer's technical teams and our internal teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from our distributed network and an in-depth examination of the interaction between our product and the customer's origin infrastructure.
・Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles and regular cross team training sessions.
・Provide articulate technical input on engineering or customer incident management communication points, including root cause analysis or bridges.
・Be an ongoing Subject Matter Expert of multiple product/services and work with engineering to ensure that new services and features can be supported and meet our customer's needs.
・Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to our services. Work closely with Engineering and Product Management to prioritize and implement these enhancements.
・Meet our customer facing and internal Service Level Agreement commitments and contribute to continuous improvement of the experience we provide internally and externally.
【About our Team】
You will be part of a best-in-class customer care and technical support team, driving the success of our global customers and continuously improving the experience they have using our products.
As a member of this team you will work in a highly collaborative, dynamic environment, including close interaction and iterative improvement of process, engagement and delivery within the team itself, and cross-functional core operations and development delivery teams.
|Working Hours||Japan business hour|
- Bachelor’s Degree in CS, MIS, or relevant engineering/science fields or equivalent experience.
- 3+ year of experience in Tier1-3 Support of Dev and Prod Linux environments (Vmware ESXi/Xen, any public cloud).
- 5+ years of experience in technical support, engineering, IT, project management or consulting.
- 5+ years of experience in Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS, Web architecture and design or relevant coursework.
- Deep technical background and grasp of current compute or SaaS technical stacks.
|English Level||Business Conversation Level (TOEIC 735-860)|
|Japanese Level||Native Level|
|Salary||Depends on experience|