Cloud Support Engineer - Telecommunications Domain

　　　　　　　　　　　　　　　　　　　　　Support Engineer　Position

The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.

Responsibilities & Tasks：

You will handle Customer Support Requests (CSR) and drive customer issues to solution 

Handle emergency support on a roster

Perform trouble shooting, fault reproduction and analysis  

Deliver professional support towards our Customer Units and Customers 

Develop competence in technical domain 

Share your learnings and experiences within the company proactively  

Position Qualifications：

• Technical domain experience: Expertise such as OpenStack, Linux(Ubuntu, Redhat), RDBMS(MySQL, Postgress, Oracle), F5, Application Server(Glassfish, Tomcat, Weblogic, JBOSS), AMQP(RabbitMQ), Openvswitch, IP, Zabbix, KVM/QEMU, Python, Shell, 4G/5G will be required. Public or Private Cloud is preferable.
• Related working experiences on customer support, I&V, product development, network build or network optimize
• Soft skills to work with people, drive for results and enhance customer satisfactions
• Problem solving and troubleshooting skills
• English and Japanese skills in both writing and speaking
• Innovating, adapting and responding to change 
• Education: Bachelor's degree or higher

Working as a support engineer will require a broad knowledge within telecom and Datacom, covering both hardware, software and network knowledge. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers. The role more than often requires you to take on big responsibility and it is important that you can work independently.

Job Responsibilities: 

- Customer issue handling via Customer Service Request

- Handling technical investigation with global support engineers

- Handling emergency recoveries upon customers requests

- Investigation reporting to the customer

- Software Update Management (SUM) handling

- Act as investigation Leader for customer issues

- Handling both hardware and software issues

- Manage customer relationship

- Drive knowledge transfer & reuse

Key Qualifications:

- Education: Bachelor´s in Telecom or IT or related

- Min years of experience: 4years

- Domain experience: LTE

- Negotiation & argumentation skills

- Planning & organizing skills

- Delivering results & meeting customer expectations

- Presentation & communication skill

- Helpful nature to others

- Change & Improvement Management Skills

- Strong aspiration to challenge new technologies like 5G, AI, Cloud Native

Core Competencies:

- Technical knowledge and experience in IT infrastructure a must

- Technical knowledge and experience in Cloud a plus

- Problem solving skills a must

- Leadership skills a must