Customer Support Engineer - Japan

Description

Remote location: Japan – WFH

Occasional travel to customers in Japan (not extensive)

About the Company

DriveNets is a leader in disaggregated high-scale networking solutions for service providers and AI infrastructures. Founded in December 2015, DriveNets created a radical new way to build networks by adapting the architectural model of the cloud to telco-grade networking. This solution accelerates network deployment, improves the network’s economic model, and radically simplifies network operations. With customers including Comcast, Orange, and KDDI - over 80% of AT&T’s network traffic now runs through a disaggregated core powered by DriveNets software. DriveNets Network Cloud-AI solution, based on the same technology, was introduced to the market in 2023, providing the highest-performance Ethernet-based AI networking solution, and is already deployed by Hyperscalers, Neo Clouds and Enterprises. Raising over $587 million in three funding rounds, DriveNets continues to deploy the most innovative network infrastructure and is looking for the most talented people to be part of this journey.

The Role

DriveNets is currently seeking an inquisitive, technologically motivated, self-directed Customer Support Network Engineer to support our customers and sales team in Japan. It will be your job to deliver exceptional customer experience to DriveNets customers both internal and external. In this Customer Support Network Engineering role, you'll be part of a team that constantly adapts to new technologies, implements new solutions and systems and provides support to disaggregated routing products.

Responsibilities and Duties:

· Provide world class technical service as part of our growing front-line technical support team.

· Use creative problem-solving skills to help solve and implement required solutions.

· Follow up with customers to verify solutions are successful and achieve the desired impact.

· Work with R&D to develop and test solutions, install and test new products and versions worldwide.

· Collaborate with Pre and Post Sales, Professional Services and R&D teams, to align on customer priorities and ensure successful resolution of issues.

· Summarize, communicate and escalate the overall customer experience.

· Collaborate with other support engineers worldwide.

· Use your experience and initiative to help DriveNets continuously improve both processes and services.

Requirements

• Bachelor’s Degree in a relevant technical field or combination of experience and industry certifications required.
• 2+ years of experience as Network Support Engineer.
• 4+ years of experience in implementing and troubleshooting routing protocols such as BGP, IS-IS and OSPF.
• Strong IP Networking experience - ISP experience preferred.
• Experience with traditional routing platforms (e.g. Cisco, Juniper) or open/disaggregated networking environments an Advantage.
• Standard Linux skills (Ubuntu preferred), including system administration, networking configuration, log analysis and troubleshooting in production environments.
• Some proficiency in Jira (preferred) and Confluence for issue tracking, documentation and cross-team collaboration.
• Proficiency with collaboration tools (e.g. Slack) for real-time incident coordination and cross-regional communication
• Strong documentation experience to create Standard Operating Procedures along with other needed documents.
• Ability to analyze complex technical issues and present findings in clear, structured reports and customer facing materials with Japanese cultural/language skills.
• Experience working within an Enterprise-level environment and Tier1/2 ISPs.
• Familiarity with various forms of site-to-site connectivity (point to point, VPN, MPLS, etc.)
• CCNP/JNCIP Routing and switching certification – Advantage
• Knowledge in AI including creating agents and automation - Advantage

Soft Skills:

• Demonstrable empathy skills, including the ability to put yourself in the customer’s place, and see the situation through their eyes.
• Fluent Japanese and proficiency in English.
• Motivated and self-learner through hands-on experience and on the job learning.
• Highly Customer facing abilities including acting under pressure.
• Ability to work as part of a global team, including the creation of checklists and procedures, incident handoffs and follow-the-sun operating methodologies.
• Able to marshal resources and align cross-functional troubleshooting efforts to achieve customer commitments.
• Ability to manage a number of simultaneous activities while demonstrating accountability and upholding strict SLAs.
• Strong attention to detail and problem-solving skills with quick adaptation to change.
• Solid communication and interpersonal skills – personable, effective communication style required with presentation experience.

If your experience is close but does not fulfil all requirements, please apply. DriveNets is on a mission to build a special company comprised of individuals with diverse backgrounds, perspectives, and experiences.

DriveNets is an equal opportunity employer. We do not discriminate based on upon race, religion, national origin, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with disability, or other applicable legally protected characteristics.