Support Engineer, Tier-3

As a Support Engineer, you will be a client-side technical support engineer improving customer satisfaction through pro-active engagement with our partners in Japan.

What you will do

• Troubleshooting of client side part of security solution (mainly Windows)
• Responsible for client-side customer requests under defined SLAs
• Escalating difficult cases if necessary

Requirements

What we are looking for

• 5+years technical support experience with customer oriented
• Excellent Windows (mostly 7, 8, 10) troubleshooting skills (e.g. Windows slowness, freezes)
• Knowledge of Windows services and boot process of Windows desktop machine (servers like IIS, MailEnable, Exchange etc. are not needed)
• Clear understanding of investigation steps and the questions to ask customer during technical investigation
• Native Japanese language, extensive experience communicating with Japanese customers in Japanese (both phone and email)
• English (reading/writing) to be able to escalate issues to HQ support
• Understanding of virtual environment techniques and support experience
• Superb knowledge of troubleshooting tools for Windows (process monitor, process explorer, etc.)
• Logical thinking
• Excellent communication skills
• Be able to explain highly technical things to the customers at various levels of technical knowledge
• Networking knowledge (TCP/IP), understanding different types of proxies
• Be able to troubleshoot networking problems with wireshark
• Able to work independently with minimum supervision while constantly providing feedback to the relevant stakeholders
• Enjoy learning new things and working in fast-paced environment
• Strong advantage for candidates with:
  • Ability to debug applications using Windows memory dump files
  • Knowledge of remote package distribution software under Windows used in Japan (e.g. Skysea, etc.), Powershell scripting or knowledge
  • Ability to troubleshoot Mac and Linux services
  • Understanding the basics of cyber security