Sr. Technical Support Engineer (JTAC)

Job description

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme. Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them. Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team. Japan Technical Assistance Center (JTAC) Responsibilities: - Provide Support for partners and end customers via telephone, e-mail, and web - Ability to manage a high work volume with time bound constraints - Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations - Provide Tier 2/3 technical expertise in resolving service provider, data center, and wireless product issues - Ensures escalations and handoffs are efficient by documenting cases clearly and completely - Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution - Develop subject matter expertise and train/mentor others - Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer problem JTAC Requirements: - Excellent troubleshooting skills - Business and conversational level English and Japanese ability - Strong communication skills in both English and Japanese - JLPT N1 or equivalent experience and ability - Self-motivated, energetic and positive approach to solving problems - Organization and time management skills - must be able to handle multiple issues in an organized manner - Strong troubleshooting skills of networking protocols such as OSPF, BGP, MPLS, etc. - OpenStack and/or Kubernetes experience are a plus - CCNA, CCNP, and/or CCIE certification are a plus Working Hours & Environment: - Monday through Friday, 9AM to 6PM - 60 Minutes for lunch takeable at any time - Remote-office hybrid, minimum 2 days a week in office.