Product Support Engineer, Tier 3

Now we’re looking for a visionary and customer-focused Product Support T3 Engineer to join our team. In this role, you will be engaging with our customers during the post-sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship to take part in making the future of SD-WAN today

Responsibilities: 

• Own and manage customer issues and see problems throughout resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “can-do” attitude
• Work directly with R&D and Product Management on customer issues upon full resolutions
• Be a focal point for the customer’s needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
• Nurture the relationship with the customer through ongoing communication and periodic meetings
• Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance
• Monitor customer status and identify both areas of concern and growth opportunities
• Be a part in building and expanding the company’s Global Support Services

Requirements:

• Has 2-3 years or more experience working as a Support Engineer (tier2-3)/Network Engineer (required)
• Knowledge of security concepts such as CASB, DLP, IPS (advantage)
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers
• Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, VOIP
• Experience with VPNs, IPsec, BGP, security protocols, and standards
• Familiarity with WAN/SD-WAN/ MPLS networks.
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Experience working with Cloud, SaaS technology provider (advantage)
• Excellent oral and written communication skills with a passion for working with customers
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
• Ability to work with globally dispersed, cross-cultural team
• Solid command of the Japanese and English languages (written and spoken)