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Location
Tokyo
Salary
¥10000000 - ¥13000000 per annum
Job Type
Permanent
Ref
BH-19623
Contact
Yasuko Ono
Contact email
Email Yasuko
Posted

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)