Customer Support Engineer

  • Location:
    Tokyo, Kanto, Japan
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
Customer Support Engineer – Japan TAC Data Center Solutions

What You'll Do
Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. 
Who You'll Work With
Our Data Center (DC) Customer Support Engineers play a crucial role in providing world class “solution support” to customers/partners/account teams to solve their problems. Cisco transforms next-generation data center and cloud deployments 
with our portfolio of products radically simplifying and optimising the entire application deployment lifecycle. On this team, you will get the opportunity to work in a uniquely diverse and socially responsible environment with one of the most innovative companies in the high-tech industry. You'll be coached and mentored by some of the industry's brightest minds who will help challenge and develop your technical skills. This role will offer extensive training and development.
Who You Are
It's an exciting time to join our group of Data Center Solution Support Engineers. In this role you will:
1.            Provide second/third level technical support for Data Center solutions
2.            Advanced Troubleshooting consisting of one or more of the following areas:
a.     Data Center Cloud Services Support
b.     Data Center Computing Support
3.            Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity.
4.            Acts as a technical expert and provides support on a world-wide basis. Provides technology/product training and intellectual property material as
 required, including mentoring to other engineers.
5.            Interacts across TAC (Technical Assistance Center) teams, 3rd party vendors, Cisco Sales and Professional Services, Development and Engineering teams.
6.            Works on complex problems where analysis requires in-depth evaluation of multiple factors within the Data Center environment and across 3rd parties. 
Utilize moderate to complex lab setups to recreate and solve these problems.
7.            Participate in business and innovation initiatives
8.            Open to learning and working technologies such as security, wireless etc as our business grows and evolves an new era of “network programmability”
Minimum Qualifications
*              A great attitude and a demonstrated ability to work with customers in a support environment
*              5 or more years of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability 
to handle critical customer issues/problems
*        Fluent level Japanese/English (speaking, reading and writing) with great communication skills
*              Bachelor's Degree or equivalent work experience in Computer Science, Computer Engineering, Electrical Engineering, or related field
*              Working knowledge of Data Center, Cloud and Virtualization industry, products and protocols
Desired Skills 
*              Cisco certification is a plus (CCIE DC / R&S / etc), but not mandatory. Other vendor's qualifications and experience are welcome.
*              Understanding of routing & switching (Ideally CCNP R&S level or equivalent)
*              Knowledge of Nexus Switches and UCS products, Python or other programming languages is beneficial.
*              Knowledge of Linux. Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), 
virtualization (KVM, libvirt, etc), and server software (Apache, open iSCSI, NFS, MySQL and/or Galera, MongoDB, etc), Big Data(Hadoop, Kafka)
Ansible etc.  
*              Other technology disciplines may be considered
Why Cisco


We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.


We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.


We Are Cisco.


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