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Careers in Client Support

Client Support

Technical Support Engineer, VeloCloud (SD-WAN)

Job ID R1901981 Date posted 02/22/2019

弊社SD-WAN製品である VeloCloud製品のテクニカルサポートを行うチームでの仕事となります。最新の実践的なIT  Network技術を学び、生かせるポジションです。

【サマリー】

テクニカルサポートエンジニアとして VMware 製品のサポートを顧客に提供します。サポート業務には、事象の切り分け、診断、再現、解決をタイムリーに行う必要があります。この役割で成功するには、能動的であり、自己学習ができ、強い顧客対応スキルや、技術的問題解決の深いスキル、そしてチャレンジ精神が必要です。

【業務内容】

  • 既知事象の調査、新規事象の報告(英語)
  • 社内での事象の再現とその原因解析
  • 顧客への定期的な進捗報告、アクションプラン等によるフォローアップ
  • 電話、メールによる顧客とのタイムリーなコミュニケーション
  • Zoomセッションによるライブ解析
    • 顧客環境や事象毎の判断による迅速なエスカレーション
    • 新規ナレッジベースの作成
    • 同僚、他部門との連携、協力
    • 開発部門との英語によるコミュニケーション
    • 必要に応じた休日時間外対応

【必要な経験・スキル】

- Native level of Japanese (speaking, writing, reading)

- Overall Work experience of 3 Years+ in Technical domain

- Good understanding of “Ethernet”, “Switching”, “Routing(OSPF,BGP,ECMP)”, “VLAN”, “NAT” etc in networking

- Good understanding of general network protocols

+ “ARP”, “TCP/IP”, “ICMP”, “UDP”, ”DNS”, ”DHCP”, “HTTPS”, “SSL”, “SNMP” etc)

- Good understanding of network security (Ex. VPN, SSL etc)

- Good understanding of network performance (Ex. QoS etc)

- Basic Business level of English ability

- Experience with

+ Any SD-WAN product

+ Windows and Linux Networking

+ network packet analysis (ethereal, wireshark, tcpdump)

+ trouble-shooting hardware/software issues

【あれば望ましい】

Preferred

- Experience with

+ Network hardware manufactured products (Ex. Cisco etc)

+ development/support of any network product (Ex. Firewall, Load Balancer etc)

+ scripting and programming (Java, C, C++, Python etc)

+ vSphere products (Ex. vSphere, NSX, vCD, VIO etc)

---- English ----

Job Summary

As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Responsibilities

- Search/investigate known issues and report if new issue

- Reproducing issues in-house and debugging the root cause

- Regular follow ups with customers with recommendations, updates and action plans

- Communicate with customers via the telephone, email in a timely manner

- Live analysis via Zoom session

- Escalate issues in a timely manner in accordance with the situation

- Create new knowledgebase articles

- Cooperate with colleagues and other team as necessary

- Communicate with development team in English as necessary

- Work flexible schedules, which may include evenings, weekends or holidays

Requirements

- Native level of Japanese (speaking, writing, reading)

- Overall Work experience of 3 Years+ in Technical domain

- Good understanding of “Ethernet”, “Switching”, “Routing(OSPF,BGP,ECMP)”, “VLAN”, “NAT” etc in networking

- Good understanding of general network protocols

+ “ARP”, “TCP/IP”, “ICMP”, “UDP”, ”DNS”, ”DHCP”, “HTTPS”, “SSL”, “SNMP” etc)

- Good understanding of network security (Ex. VPN, SSL etc)

- Good understanding of network performance (Ex. QoS etc)

- Basic Business level of English ability

- Experience with

+ Any SD-WAN product

+ Windows and Linux Networking

+ network packet analysis (ethereal, wireshark, tcpdump)

+ trouble-shooting hardware/software issues

Preferred

- Experience with

+ vSphere products (Ex. vSphere, NSX, vCD, VIO etc)

+ Network hardware manufactured products (Ex. Cisco etc)

+ development/support of any network product (Ex. Firewall, Load Balancer etc)

+ scripting and programming (Java, C, C++, Python etc)

Working Location; Tokyo

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