シニアテクニカルサポートエンジニア/ Senior Technical Support Engineer

A global technology company is looking for a Senior Technical Support Engineer. The selected candidate will lead complex issue resolution while mentoring junior engineers and driving customer satisfaction.

Responsibilities:

• Lead advanced troubleshooting via phone, online, chat, and email
• Identify and resolve root causes by analysing logs and network data
• Guide and mentor junior team members in case handling and communication
• Ensure timely case resolution according to SLA targets
• Manage and prioritise cases based on severity and expertise
• Handle complex escalations and de-escalate challenging customer situations

Requirements:

• Bachelor’s degree or equivalent in computer science, business information systems, networking or a similar domain
• More than 5 years of experience in a technical customer service role (technical support capacity is a plus)
• More than 3 years of experience with SaaS, telecom, contact center software, networking technologies (TCP/IP, HTTP, SFTP, scripting, etc.) and databases (MSSQL, Oracle, MySQL)
• Knowledge of networking technologies and telecommunications architecture (SBC, SIP, RTP, WebRTC, PBX, Carriers, VoIP)
• Proficient in Japanese (JLPT N2+)

About the Company:

A long-established technology company with thousands of employees and a strong global presence. It is well known for its innovation and the value it delivers to customers around the world.

Keywords:

ソフトウェア, プログラミング, IT, 技術職, 求人, 外資系

Job Ref: 9HUV0S