As a Technical Support Engineer, you will provide support for VMware products to customers. Support duties require the ability to isolate, diagnose, reproduce, and resolve events in a timely manner. To be successful in this role, you must be proactive, self-learning, have strong customer service skills, in-depth technical problem solving skills, and a willingness to take on challenges.
Organize inquiries, narrow down and isolate the suspected problem.
Investigate causes from acquired support log bundles.
Investigate the cause of the problem from the packet capture data obtained.
Investigate and determine if the problem is a known event.
Liaise and communicate with development department in English in case of new problems
Provide temporary workarounds
Build and verify reproduction environment in in-house lab
Live analysis via Zoom sessions
Follow-up with regular progress reports and action plans for clients
Timely communication with clients via phone and email
Rapid escalation based on client environment and event-by-event decisions
Creation of new technical knowledge base
Native level of Japanese (speaking, writing, reading)
- Basic Business level of English ability
- Overall Work experience of 3 Years+ in Technical domain
- Good understanding of "Ethernet", "Switching", "Routing(OSPF,BGP)", "VLAN", "NAT" etc in networking
- Good understanding of general network protocols
+ "ARP", "ICMP", "TCP/IP", "UDP", "DNS", "DHCP", "HTTPS", "SNMP" etc
- Good understanding of network security (Ex. VPN, SSL etc)
- 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)
+ trouble-shooting hardware/software issues
Experience with
+ vSphere products (Ex. vSphere, NSX, vCD, VIO etc)
+ Geneve/VXLAN
+ Network hardware manufactured products (Ex. Cisco etc)
+ Windows or/and Linux kernel
+ kernel and/or application core dump analysis
+ REST API, Curl
+ PostgreSQL
+ Kubernetes
Working Location; Tokyo
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