Great opportunity to join a growing, expanding team/company! Be part of the best in-class technical support team supporting our global managed services customers! As a member of this team you will work in a highly collaborative environment to deliver excellent customer support.
As a Technical Support Engineer for our customers, you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers, and you will be working directly with our customers' technical operations teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions.
‐ Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers.
‐ Own resolution of Incidents raised by the Customer, on a variety of technical issues including Email processing, Anti-abuse configuration and Webmail processing.
‐ Proactively monitor and conduct health checks of the platforms under your responsibility, to ensure the systems are running at optimum levels.
‐ Prepare, review and execute procedures for housekeeping tasks
‐ Interact with other teams in the company to resolve complex issues, owning them to resolution
‐ Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles and our internal tech forums.
‐ Strive to become a Subject Matter Expert of multiple products/services working with Engineering‐ to drive increasing quality and usability of our product suite
‐ Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to our products and services.
【会社概要 | Company Details】
Our client is a NASDAQ listed growing IT solution company that provides a platform for e-mail accounts.
【就業時間 | Working Hours】
9:30 - 18:30（Mon - Fri）
【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
【待遇・福利厚生 | Services / Benefits】
Social insurance, Transportation Fee, Skillhouse Benefit
‐ Bachelor's Degree in CS, MIS, or relevant engineering/science fields
‐ Experience in technical support, engineering, IT, project management or consulting
‐ Prior customer-facing experience
‐ Experience managing Multi-layered applications on large-scale deployments
‐ In-depth knowledge of Linux/UNIX Operating Systems and concepts including advanced troubleshooting such as
・ Ability to read strace data, and examine/interpret cores
・ Stepping through code with gdb
‐ Knowledge of common protocols and technologies (SMTP, POP, IMAP, TCP/IP, DNS) and tools
‐ Exposure to NoSQL Database technologies such as Cassandra, ability to run basic SQL commands
‐ Programming knowledge and experience (Perl/shell scripting and C/C++ reading and debugging preferred)
‐ Knowledge and experiences of SMS/MMS, IMS, SIP, realtime communications, RCS technologies, mobile applications etc.
‐ Excellent verbal and written communication skills, ability to disseminate information in a clear and correct manner to both business and technical audiences
‐ Strong relationship building skills, can positively influence the actions of others and works as a team player
‐ Ability to manage multiple priorities, commitments and projects
‐ Self-motivated, directed and passionate about what you do. Strives for results