Posted by on July 30, 19103 at 12:58:39:
Senior Product Support Engineer of Server Products Location: Tokyo, Japan Must be Japanese Native Speaker and Fluent in English.
Summary The role of the Senior Product Support Engineer is to support the Bronze, Silver, Gold, Strategic, and Alliance Partner accounts in Japan, delivering high-quality support on Macromedia server products as required and in accordance with the specifications of the appropriate Server Support Plan Agreement.
Responsibilities ·
· Provide Post-Sales installation, operational and crisis (server down) support for Macromedia Server Application Products (ColdFusion, JRun) ·
· Provide support for third-party products that are bundled with Macromedia products according to their individual partnership agreements. ·
· Provide Pre-Sales support on qualified strategic accounts and alliance partner leads as required by the Sales team. ·
· Channel technical information to customers through the thorough documentation of solutions and techniques, making information available through various ‘push’ channels i.e. Tech Notes, Support Forum, Technical Support via web site, etc. ·
· Escalate customer issues to Tier 3 escalation team & Sr. Mgmt as required. · Verify bugs and enhancement requests reported to customers and report the verified bugs to Engineering via the Bug Tracking System. ·
· Continuously expand technical knowledge through formal training, research, participation in internal and external information sessions, hands-on development of mini-development projects, and other information sources. ·
· Actively participate in the beta program for each major release of Macromedia products. ·
· Manage Gold, Strategic and Partner accounts with the goal to exceed customer expectations relative to communications, responsiveness, and thorough handling of technical issues. ·
· Take an active leadership role in mentoring all technical support staff in order to ensure the overall success of the Macromedia Server Product Support Team
Requirements:
· Minimum of two years high tech server application usage or support experience.
· Demonstrate the ability to work on highly visible customer issues and successfully arrive at quality solutions in a timely fashion. ·
· Demonstrate an ability to multi-task effectively and an ability to exercise leadership, work as a team player, and be self-motivated w/ a positive, customer-focused (internal and external) attitude. ·
· Demonstrate excellent verbal and written communication skill for answers. ·
· Demonstrate a detailed understanding of web technology and Macromedia products, windows and UNIX platforms. Ideal ·
· 4-year college degree in a related discipline ·
· Two years corporate server development/deployment support experience. ·
· Multimedia and internet/web development experience.