Sr. Technical Support Engineer (JTAC)

About the Role

Join the Japan Technical Assistance Center (JTAC) at Extreme Networks, a company trusted by over 50,000 customers worldwide for its end-to-end, cloud-driven networking solutions. You will be instrumental in providing critical technical support to partners and end customers, ensuring their digital transformation efforts are accelerated and successful.

Responsibilities

• Provide support for partners and end customers via telephone, e-mail, and web.
• Manage a high volume of work with time-bound constraints.
• Analyze problems and identify solutions using databases of existing issues, debugging tools, and lab simulations.
• Deliver Tier 2/3 technical expertise in resolving service provider, data center, and wireless product issues.
• Ensure efficient escalations and handoffs by documenting cases clearly and completely.
• Escalate and collaborate with Software and/or Hardware Engineering to see problems through to resolution.
• Develop subject matter expertise and train/mentor others.
• Utilize troubleshooting skills to perform lab replications, research complex problems, and test engineering-provided fixes.

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 to handle multiple issues effectively.
• 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, 9 AM to 6 PM.
• 60 Minutes for lunch, takeable at any time.
• Remote-office hybrid, with a minimum of 2 days a week in the office.

About Extreme Networks

Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. For more information, visit Extreme’s website or follow us on Twitter, LinkedIn, and Facebook.

Our Commitment to Inclusion

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. We encourage people from underrepresented groups to apply. No employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior from ever gaining a foothold in our organization. Barriers to success have no place at Extreme Networks.