Exciting opportunity to be a part of a global leader in storage virtualization software. They are seeking a driven Customer Support Engineer to join their Japan-based team.
As a Customer Support Engineer, you will assess the nature of product or service issues and resolve extremely technical or sophisticated support problems, maintain a log of product issues and convey customer feedback to product development staff, and possess expert knowledge of organization's products. You may also assist field technicians with troubleshooting problems.
‐ Reports to the Regional Manager of Customer Services
‐ Provides the following services to customers remotely from the Regional Support office: troubleshooting and diagnostic support; problem resolutions
‐ Provides Technical support through Telephone, Chat and Support System
‐ Keeps knowledge up to date with new solutions and educates other Support personnel with any knowledge that helps them
‐ Works to root cause analysis and educates the customer on the cause, workaround and fix
‐ Performs testing on Engineering releases highlighting any areas for improvement prior to release
‐ Works closely with Engineering to provide input on open issues at the Engineering level on released products
‐ Communicates with customers on all issues, including those at the engineering level, and continually provides update status until resolved by chasing internally and externally for progress reports
‐ Works with other third party suppliers for joint customer issues to fins common resolution to a customer issue
‐ Notifies affected Customers and distributes permanent solutions when they become available
‐ Provides technical support at weekends working as a normal day rather than just on-call for a maximum of 1 weekend in 3. (Mon/Tue off in lieu of weekend work)
Our client is a global leader in storage virtualization. They develop a storage virtualization software required by virtual and physical IT environments to get the highest availability, fastest performance and maximum utilization from their online disks. They provide the critical 3rd dimension on which the success of server and desktop virtualization projects hinge, regardless of the models and brands of storage devices used.
Shift work 8:00 - 17:00（once a month weekend duty）
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
【Services / Benefits】
Social insurance, Transportation Fee, Skillhouse Benefit
‐ Thorough knowledge of Windows 2012/2016 Server Administration
‐ Experience of supporting or administrating software/OS infrastructure
‐ Knowledge of storage
‐ Networking experience
‐ General Hardware experience