Posted by on March 05, 19103 at 18:19:09:
CUSTOMER SUPPORT ENGINEER - Based in Japan
Reporting to the Director of Customer Support, the objective of this position is to perform field trials, support deployments, provide training, resolve and escalate customer problems, support sales and marketing efforts as needed, provide product and customer feedback, and improve customer support methods.
DUTIES AND RESPONSIBILITIES
1. Travel on-site to perform installations, demos, trials, and support existing systems.
2. Train customers on Lantern products and associated networking hardware, software, tools and processes.
3. Organize, prioritize, troubleshoot, resolve and escalate technical issues.
4. Provide 24x7 level I and II in-house and on-site technical support to Lantern resellers and direct customers.
5. Make solid decisions based on proper analysis and interpretation of available technical data.
6. Understand customer needs and issues and effectively communicate them back to the team.
7. Document issues, generate reports, write application and troubleshooting notes and log problems.
8. Handle oneself in a professional manner at all times and provide sound judgment and decision making skills.
9. Implement and help to improve customer support processes and methods.
10. Manage multiple tasks and people in a variety of environments.
MINIMUM REQUIREMENTS
1. BSEE, technical or other engineering degree is required.
2. Must have 7+ years as a field or technical support engineer in networking/telecom products company.
3. Must have prior work experience with Layer 2 and 3 switching equipment within datacom and telecom environment.
4. Must be highly proficient in Windows and Unix.
5. Must be able to travel up to 50-75% for extended periods of time.
6. Must have a Valid Passport and ability to travel internationally, including Japan, Europe, China, Korea..
7. Absolute fluency in both English and Japanese is required.
8. Strong writing and oral communication skills.
9. Must be able to work independently and as a team member to resolve issues both on-site and in lab environments.
10. Must be able to grasp new technical concepts and quickly apply them in practical applications.
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Lantern Communications
San Jose, California
www.lanterncom.com
Please send resumes to jobs@lanterncom.com