Sr. Technical Support Engineer (JTAC)

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme. Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them. Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.

Japan Technical Assistance Center (JTAC) Responsibilities:

Provide Support 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 identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations

Provide Tier 2/3 technical expertise in resolving service provider, data center, and wireless product issues

Ensures escalations and handoffs are efficient by 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

Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves 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.