Technical Support Engineer, NSX

VMware

Tokyo, JP

3 日前

Job Description

弊社ネットワーク仮想化製品である NSXのテクニカルサポートを行うチームでの仕事となります仮想環境におけるファイアウォールロードバランサールーティングなどの知識はもちろんのこと vSphere OS TCP / IPなどの基礎知識とその切り分けを含めて最新の実践的なIT Network技術を学び生かせるポジションです

サマリー

テクニカルサポートエンジニアとして VMware 製品のサポートを顧客に提供しますサポート業務には事象の切り分け診断再現解決をタイムリーに行う必要がありますこの役割で成功するには能動的であり自己学習ができ強い顧客対応スキルや技術的問題解決の深いスキルそしてチャレンジ精神が必要です

業務内容

障害状況の確認問題内容の整理

取得したログ情報からエラーや問題個所の特定

取得したパケットキャプチャデータの解析

既知事象か新規障害調査

社内でのテスト環境の構築事象の再現とその原因解析

顧客への定期的な進捗報告アクションプラン等によるフォローアップ

電話メールによる顧客とのタイムリーなコミュニケーション

Zoomセッションによるライブ解析

顧客環境や事象毎の判断による迅速なエスカレーション

新規ナレッジベースの作成

同僚他部門との連携協力

開発部門との英語によるコミュニケーション

必要に応じた休日時間外対応

必要な経験スキル

Native level of Japanese (speaking, writing, reading)

Overall Work experience of 3 Years+ in Technical domain

Good understanding of Ethernet , Switching , Routing(OSPF,BGP) , VLAN , NAT etc in networking

Good understanding of general network protocols

ARP , TCP / IP , ICMP , UDP , DNS , DHCP , HTTPS , SNMP etc)

Good understanding of network security (Ex. VPN, SSL etc)

Basic Business level of English ability

Experience with

development / support of any network product (Ex. Firewall, Load Balancer etc)

scripting and programming (Java, C, C++, Python etc)

Windows and Linux Networking

network packet analysis (ethereal, wireshark, tcpdump)

trouble-shooting hardware / software issues

あれば望ましい

Experience with

Kubernetes

vSphere products (Ex. vSphere, NSX, vCD, VIO etc)

Network hardware manufactured products (Ex. Cisco etc)

Windows or / and Linux kernel

kernel and / or application core dump analysis

VXLAN / GENEVE

PostgreSQL

REST API, Curl

SD-WAN product

Job Summary

As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner.

To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills;

and be someone who embraces challenges.

Responsibilities

Search / investigate known issues and report if new issue

Reproducing issues in-house and debugging the root cause

Regular follow ups with customers with recommendations, updates and action plans

Communicate with customers via the telephone, email in a timely manner

Live analysis via Zoom session

Escalate issues in a timely manner in accordance with the situation

Create new knowledgebase articles

Cooperate with colleagues and other team as necessary

Communicate with development team in English as necessary

Work flexible schedules, which may include evenings, weekends or holidays

Requirements

Native level of Japanese (speaking, writing, reading)

Overall Work experience of 3 Years+ in Technical domain

Good understanding of Ethernet , Switching , Routing(OSPF,BGP) , VLAN , NAT etc in networking

Good understanding of general network protocols

ARP , TCP / IP , ICMP , UDP , DNS , DHCP , HTTPS , SNMP etc)

Good understanding of network security (Ex. VPN, SSL etc)

Basic Business level of English ability

Experience with

development / support of any network product (Ex. Firewall, Load Balancer etc)

scripting and programming (Java, C, C++, Python etc)

Windows and Linux Networking

network packet analysis (ethereal, wireshark, tcpdump)

trouble-shooting hardware / software issues

Preferred

Experience with

Kubernetes

vSphere products (Ex. vSphere, NSX, vCD, VIO etc)

Network hardware manufactured products (Ex. Cisco etc)

Windows or / and Linux kernel

kernel and / or application core dump analysis

VXLAN / GENEVE

PostgreSQL

REST API, Curl

SD-WAN product

Category : Client Support

Subcategory : Technical Support

Experience : Manager and Professional

Full Time / Part Time : Full Time

Posted Date : 2022-04-12

VMware Company Overview : At VMware, we believe that software has the power to unlock new opportunities for people and our planet.

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Equal Employment Opportunity Statement : VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages.

Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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