(日语)高级技术支持工程师, 软件

职位类别： 系统集成工程师

Overview

• We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

• The Technical Support Team is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access. 

• This position will handle Japanese customer technical support.



Primary Duties / Responsibilities

• Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.

• Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.

• Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.

• Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles

• Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers

• May participate to weekend follow the fun coverage and occasionally conduct onsite mission.



Qualifications and Requirements: 

• Demonstrates deep understanding in Software products or Network Appliance, and foundational technologies

• Obtains basic major vendor third party certifications.（MCSE, CCNP, etc.）

• Ability to work on multiple issues and prioritize work accordingly to business processes

• “Can Do” attitude with a strong willing to lead by example

• Rich knowledge and interest of PC/Server & Networking technology, Communication Protocols, common programming languages and Debugging tools.

• Strong communication and negotiation skill for leading critical discussion and expectation management.

• Strong logical/critical thinking and problem resolution skill.

Requirements (Education, Certification, Training, and Experience)

• Minimum in 3 years Development, Technical Support or Consulting work experience in IT software (on MS Windows or Linux platform) or Network appliance business.

• Strong Japanese language ability

• Moderate English read/write/speaking skill

• Strong Windows platform knowledge

• Understanding of HTTP,HTTPS and load balance is a strong plus

• 年龄要求： 不限
• 语言要求：不限