As a Network Support Engineer, you will provide technical support to internal and external customers via phone, email, and messaging platforms. You will troubleshoot complex network and security-related issues, deliver timely resolutions, and collaborate with cross-functional teams to ensure an exceptional customer experience. The ideal candidate is detail-oriented, proactive, and driven by problem-solving excellence.
Key Responsibilities:
- Provide technical and software support to customers, ensuring timely and effective issue resolution.
- Own customer cases from initial report through resolution, maintaining clear communication and managing expectations.
- Investigate, troubleshoot, replicate, and document technical issues to identify root causes and provide solutions or workarounds.
- Perform initial triage and escalate complex issues to L2/L3 teams or third-party vendors when required.
- Collaborate with cross-functional teams to meet service level agreements (SLAs) and deliver excellent customer support.
- Monitor system, network, and cloud service performance, availability, and usage.
- Conduct in-depth diagnostics using networking and troubleshooting tools.
- Engage with customers during escalated or critical incidents and provide expert recommendations and configurations.
- Document resolutions, contribute to the knowledge base, and support continuous improvement through innovation and automation initiatives.
- Participate in strategic projects and perform other duties as assigned.
Qualifications:
- 3+ years of experience in Tier 3 technical, network & security support roles.
- Hands-on experience in troubleshooting and resolving complex enterprise-level network and security issues.
- Collaborated with Engineering teams to test solutions, reproduce issues, and drive root cause analysis.
- Solid understanding of TCP/IP, enterprise networking, packet analysis (Wireshark), and network diagnostics.
- Knowledgeable in Internet protocols, including HTTP/HTTPS, SMTP, DNS, LDAP, FTP, and proxy technologies.
- Hands-on Windows, Linux, and/or FreeBSD system administration experience.
Language Requirements:
- Native-level or JLPT N1-level proficiency in Japanese, with the ability to communicate effectively in both written and spoken English.
