Japan Technical Assistance Center (JTAC) Responsibilities:
ProvideSupport 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 identifiessolutionsby utilizingdatabases of existing issues, debugging tools and simpleor moderate lab simulations
Provide Tier2/3technical expertise in resolving service provider, data center, and wireless product issues
Ensures escalations and handoffsare efficientby 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
Usetroubleshooting skillsto:performlab replications,research more difficult problems,test engineering provided fixesto ensure the solutionresolves 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.
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