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Regional Support Engineer for Layer-1 networking products

Job Title: Regional Support Engineer for Layer-1 networking products
Contract Type: 正社員
Location: Tokyo
Salary: 5 - 10 Million Yen Annually
Start Date: ASAP
REF: 784549
Contact Name: Mike Pollard
Contact Email:
Job Published: 8ヶ月 前

Job Description

Fiber? Optical Transmission?

Are these words that are familiar to you?

How about Layer 1?

If you like to support networking products, this could be your new job:


Scope Of Responsibilities

  • This position is to provide system-level post-sales technical support for the Optical Transport solution customer base. This includes testing, troubleshooting and remote technical support for Optical Transport products.
  • Focus to contribute to technical support function for Japan’s & APAC customers. It includes flexible approach to meet customer deliverables. Role demands accountability in terms of Customer case management, Manage escalations, Customer communications & Cross functional working with Sales/Services/Project/Product experts in same or different time zone ensuring timely delivery of solution to our customer.
  • Responsible and drive customer satisfaction with regular interactions, timely responses and resolving customer network challenges.

Specific Responsibilities

  • GTS support engineer to manage Japan-specific customer requirements to start with and may add other geographies.
  • An understanding of the fiber optic transport and/or switching protocols would be an asset. Basic expertise in data communications protocols including Ethernet and IP networks would also be of benefit.
  • Provide input as required for GTS and Customer operational reviews.

Deep Dive

  • Coordinate with other support teams to ensure cases are progressing and all deliverables are met
  • Establish and maintain a good working relationship with other teams and customers
  • Participate in Customer Operational Review meetings as required
  • Conduct regular case reviews to manage customer tickets and work on hand
  • Develop an intimate in-depth knowledge of the Customer networks, deployments and overall solutions employed with the equipment
  • Involve in remote technical support (via telephone or on line) for identified products 24x7 when required through team. On call duty includes evenings and weekends as needed
  • Provide on-site support to Customers where required
  • Fulfill role of Resident Engineer requirement as required
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback
  • Contribute to knowledgebase and improve skills over time to meet individual, team and organization goals
  • Facilitate collaborative relationships between immediate team and peer GTS team, as well as between immediate team and other internal teams / organizations to ensure high level of Customer Satisfaction
  • Represents the department effectively & professionally as required, both internally as well as to customers

Required Skills



  • Good understanding of telecommunications systems and / or of specific products
  • Knowledge of computers, Microsoft software applications and data communications, UNIX/Sun and IP network experience would be a benefit
  • Must have proficiency with various software applications including Microsoft Outlook, Word, Excel and Visio
  • Experience as technical support engineer
  • Team player that is ready to contribute or lead troubleshooting
  • Willing to take responsibility for complete problem resolution
  • Ability to deal with stressful situations with colleagues and customers
  • Must have the ability to communicate effectively in Japanese & English language both verbal and written
  • Excellent oral and written communication skills
  • Must be punctual and able to accept continuous unusual work hours when dealing with critical customer issues, typically, at very short notice
  • Clear understanding of Technical Support industry and the application
  • Ability to analyze, trouble-shoot and resolve complex problems
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • Good knowledge and understanding of transport and switching systems for telecommunications applications/Systems


  • Bachelor’s degree in related field from a four-year college or university
  • 5-8 years or more related experience in a support or equivalent role with direct customer support experience
  • Combination of equivalent education & experience


  • Technical knowledge of DWDM, OTN and SDH technologies.
  • Proven problem-solving experience of complex and cross functional issues in Optical systems
  • Experienced in the operation of optical transmission, DWDM and photonic systems (i.e. OTN, 10Gbps, 40Gbps, 100Gbps, Submarine)
  • In depth knowledge and experience with Carrier Ethernet enterprise equipment and associated fiber optic facilities
  • Experienced in network management systems operation and maintenance
  • Working knowledge and experience of UNIX/Solaris/LINUX operating systems
  • Working knowledge and experience of Oracle and MySQL database systems