Sr. Technical Support Engineer (JTAC)

Japan Technical Assistance Center (JTAC) 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 

JTAC 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 

• 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, and/or CCIE certification are a plus 

Working Hours & Environment: 

• Monday through Friday, 9AM to 6PM 

• 60 Minutes for lunch takeable at any time 

• Remote-office hybrid, minimum 2 days a week in office.