Technical Support Engineer, NSX Advanced Load Balancer

VMware (Tokyo, 日本) 12日前

”VMware NSX Advanced Load Balancer(Avi Networks)”の障害解析を主としたテクニカルサポート業務となります。vSphere, NSXなどの仮想環境、Load Balancer、Firewall、Routing、OS/Kernel、TCP/IPなどの基礎知識とその切り分けを含めて、最新の実践的なIT  Network技術を学び、生かせるポジションです。

【サマリー】

テクニカルサポートエンジニアとして VMware 製品のサポートを顧客に提供します。サポート業務には、事象の切り分け、診断、再現、解決をタイムリーに行う必要があります。この役割で成功するには、能動的であり、自己学習ができ、強い顧客対応スキルや、技術的問題解決の深いスキル、そしてチャレンジ精神が必要です。

【業務内容】

・取得したログからの障害解析
・社内でのテスト環境の構築、事象の再現とその原因解析
・Zoomセッションによるライブ解析
・既知事象の調査、新規事象の報告(英語)
・顧客への定期的な進捗報告、アクションプラン等によるフォローアップ
・電話、メールによる顧客とのタイムリーなコミュニケーション
・顧客環境や事象毎の判断による迅速なエスカレーション
・新規ナレッジベースの作成
・同僚、他部門との連携、協力
・開発部門との英語によるコミュニケーション
・必要に応じた休日時間外対応

1.担当製品・領域について
 NSXは、SDDC向けのネットワーク仮想化プラットフォームで、物理環境の制約にとらわれない様々なソリューションを提供すると同時に、仮想環境に特化したファイアウォール、ロードバランサー、 VPN、ルーティングなどネットワーク技術がこれでもか!というぐらい詰まっていて、まさに最先端の技術に触れることができるすばらしい製品です。

2.雰囲気やメンバーのプロフィール
 チームメンバはー、20代、30代、40代まで幅広く、また、外資系ベンダー出身者、日本の電機メーカ出身者、新卒、と様々です。好きなものは、アニメ、猫カフェ、Rock、麻雀、マラソン・・など多種多様ですが、仕事は真面目でお互いに尊敬しています。チームの雰囲気としては、上下関係はなくフラットで、自由に意見を言える環境です。

【必要な経験・スキル】

- ネットワークの経験(必須)

- 英語力(必須)

- サポートエンジニアの経験尚可

- Native level of Japanese (speaking, writing, reading)

- Overall Work experience of 3 Years+ in Technical domain

- Good understanding of “Load Balancer”

- Good understanding of general network protocols / technologies

+ “ARP”, “TCP/IP”, “ICMP”, “UDP”, ”DNS”, ”DHCP”, “HTTPS”, “SNMP”, ”LACP”, ”Routing” etc

+ “Ethernet”, “Switching”, “VLAN”, “NAT” etc

+ “VPN”, “SSL”, “IPSec” etc

- Basic Business level of English ability

- Experience with

+ development/support of any network product (Ex. Firewall, Load Balancer etc)

+ scripting and programming (Java, C, C++, Python etc)

+ Windows and Linux Networking

+ network packet analysis (ethereal, wireshark, tcpdump etc)

+ trouble-shooting hardware/software issues

【あれば望ましい】

- Experience with

+ vSphere products (Ex. vSphere, NSX, vCD, VIO etc)

+ Network hardware manufactured products (Ex. Cisco etc)

+ Windows or/and Linux kernel

+ kernel and/or application core dump analysis

+ VXLAN/GENEVE

+ PostgreSQL

+ REST API, Curl

+ SD-WAN product

---- English ----

Job Summary

As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Responsibilities

- Analyze issues from logs files

- Reproducing issues in-house and debugging the root cause

- Live analysis via Zoom session

- Search/investigate known issues and report if new issue

- Regular follow ups with customers with recommendations, updates and action plans

- Communicate with customers via the telephone, email in a timely manner

- Escalate issues in a timely manner in accordance with the situation

- Create new knowledgebase articles

- Cooperate with colleagues and other team as necessary

- Communicate with development team in English as necessary

- Work flexible schedules, which may include evenings, weekends or holidays

Requirements

- Native level of Japanese (speaking, writing, reading)

- Overall Work experience of 3 Years+ in Technical domain

- Good understanding of “Load Balancer”

- Good understanding of general network protocols / technologies

+ “ARP”, “TCP/IP”, “ICMP”, “UDP”, ”DNS”, ”DHCP”, “HTTPS”, “SNMP”, ”LACP”, ”Routing” etc

+ “Ethernet”, “Switching”, “VLAN”, “NAT” etc

+ “VPN”, “SSL”, “IPSec” etc

- Basic Business level of English ability

- Experience with

+ development/support of any network product (Ex. Firewall, Load Balancer etc)

+ scripting and programming (Java, C, C++, Python etc)

+ Windows and Linux Networking

+ network packet analysis (ethereal, wireshark, tcpdump etc)

+ trouble-shooting hardware/software issues

Preferred

- Experience with

+ vSphere products (Ex. vSphere, NSX, vCD, VIO etc)

+ Network hardware manufactured products (Ex. Cisco etc)

+ Windows or/and Linux kernel

+ kernel and/or application core dump analysis

+ VXLAN/GENEVE

+ PostgreSQL

+ REST API, Curl

+ SD-WAN product

Working Location; Tokyo


Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-03-26



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Technical Support Engineer, NSX Advanced Load Balancer

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