JOB SUMMARY:

This role involves reviewing customer issues, contacting customers to understand and resolve problems, ensuring customers are informed about issue status, and utilizing troubleshooting tools. The individual will also document technical work and research, analyze problems, and develop solutions using log analysis and proprietary tools.

RESPONSIBILITIES:

• Reviews issues and contacts customers to understand issues.
• Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
• Resolves or escalates multiple and varied customer issues. Documents technical work and research.
• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
• Attends readiness training and non-technical training to ensure that they become proficient in support topics. - Product/Process Improvement
• Provides feedback to improve products to more senior engineers or technical advisors.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Provides feedback on how to improve automated tools.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems

REQUIREMENTS:

• Proficient in Japanese (listening, speaking, reading, writing skills) (Advanced level) (N1, N2 cert is preferred). Ability to communicate with customers in Japanese fluently (business communication level email, phone, meetings).
• Fast learner, motivated to continuously improve technical expertise and interested in seeking further development in the IT field.
• Customer-first mindset with strong ownership to resolve issues.
• Team contributor with good communication and collaboration skills.
• Strong logical thinking and problem-solving skills.
• Responsible, proactive, and able to work under pressure.

BENEFITS:

Salary(VND: Technical support engineer: 20M - 26M gross (Non-IT background) / Up to 30M gross (IT background)