Sr. Support Engineer at Global Identity Security Company

Location: Tokyo
Job Type: Permanent
Discipline:
Salary: Up to S$900000.00 per annum
Contact: Ryeonbeen Kang
Email: email Ryeonbeen
Reference: BBBH7138_1637729540
Posted: 5 days ago

Responsibilities:

  • Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
  • Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
  • Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
  • Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.

Requirements:

  • At least 7 years' experience in Technical Support or a position of similar nature in a software company.
  • Candidates with more experience could be considered for a senior role.
  • 1+ years of experience at a SaaS or security vendor in a consultancy or advisory role.
  • Capable of understanding the technical aspects of a complex system.
  • Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
  • Knowledge of high level networking and troubleshooting.
  • Must have excellent communication skills and a passion for providing world-class service.
  • Japanese Language: fluent in reading, writing and speaking. English Language: Business level in reading and writing; moderate spoken English skills.
  • Experience of directly supporting enterprise-level customers.
  • Ability and desire to learn products and technologies.
  • Must be able to work independently as well as with others, as part of a domestic and international team.
  • Excellent time management, decision making, prioritization and organization skills.
  • Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server