Technical Support Engineer

7日前

Tokyo Cloud Software Group

Primary Duties / Responsibilities

  • Providing technical assistance on Citrix products to customers of small to medium size via phone, email and/or remote access
  • Conducting problem analysis and collaboratively identifying problems of minimal to moderate complexity
  • Achieving and maintaining agreed service levels along with other established goals
  • Works independently with minimal supervision.
  • Publishing articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systems
  • Documenting cases and resolutions clearly in the CRM system, taking ownership of hot and/or more critical cases when required
  • May be responsible for providing guidance, coaching and training to other employees within the job area.

    • Requirements (Education and Experience)

  • Native lavel Japanese Language is a requirement for the role as you will primarily be servicing Japanese customers.
  • Must possess a Degree/Dip in Science, Computing, Information Systems or equivalent experience
  • At least three years of experience in a technical customer support environment or field experience
  • Ability to understand technical issues and apply technical concepts
  • Possesses good problem solving and analytical skills
  • Strong written and verbal communication skills, as well as listening skills in Japanese
  • Advanced knowledge of Windows Desktop/Server and networking/WEB protocols (such as TCP/IP/HTTPS/DNS)
  • Requires advanced knowledge of job area typically obtained through advanced education combined with experience. May have practical
    knowledge of project management.
  • Typically requires a University Degree or equivalent experience and minimum 5 years of prior relevant experience; or a Master's degree with 3 years; or a PhD without experience.

    • Successful candidates

  • Want to work on diverse products, each requiring different technologies, methodologies and approaches to solving problems
  • Love to continuously learn and improve through external/internal courses, mentoring or on-the-job training
  • Are passionate about technology and naturally curious about cloud-centric virtualized world
  • Ability to work both independently and well with others
  • Outstanding problem-solving skills with an eye for details and the desire to problem solve

    • About Us:

    Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

    Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

    If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at - or email us at for assistance.

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