Customer Support SW Engineer

 The client for the role is a provider of end-to-end quality monitoring and service assurance solutions for telecommunications carriers. You will support the client by deploying their software product while supporting their customer. Both technical knowledge and strong communication skill will be required. 

Responsibilities:

  • Perform support and deployment of the client’s software Product solution at the client’s labs and cloud-based customer environments
  • Troubleshoot software issues in the labs and customer sites (locally or remotely) providing root cause analysis to the problem as well as resolution
  • Run in agile learning software release from R&D and develop test plan documents per design docs
  • Write and perform ATPs (Acceptance Test Plans) / POCs (Proof of Concept) either in the labs or customer sites
  • Write and run MOPs (Method Of Procedure) and system test plans to validate specific customer developed features
  • Knowledge transfer of software features internally and to customers
  • Participate in the daily team work taking ownership on team tasks 

General Requirements:

  • Strong system (E2E) testing and validation skills, being able to look for problems and uncover regression issues
  • Strong troubleshooting and problem-solving skills in networking and communication protocols (UMTS, VoIP, IMS, LTE, VoLTE)  (Must)
  • System wide view able to understand and follow complex network environments including Virtualized OpenStack clouds
  • Be available to work off business hours to address critical matters/situations based on on-call support model
  • Be available to travel abroad (approx. 2-3 weeks every quarter) to provide support to our customers, as well as introduce new products mainly to Internal interfaces
  • Strong ability of self-learning and strong creativity (thinking out of the box)
  • Must to be Team Player
  • Excellent interpersonal skills
  • Excellent verbal and written communication skills in English( Hebrew is welcome to have)
  • Conversational Japanese ( Preferably up to JLPT3 or more)

 Technical Requirements:

  • At least 4 years of experience as an Integration software Engineer and/or software support engineer in Telecom industry
  • At least 2 years of technical experience within the industry in his/her team’s product area, including Database/SQL knowledge, Linux OS familiarity specifically CentOS, Cloud based infrastructure (OpenStack/Vmware), Ansible and applications, etc (Must)
  • Thorough knowledge of Ethernet, VoIP, SS7, 2G/3G, LTE and VoLTE network terminology and architecture (Advantage)
  • Scripts development in Pearl, Python, Shell and Bash – Advantage
  • Customer service Orientation – Customer support experience, international experience (Advantage)

Ref:

2020-JP-149

Posted on:

April 26, 2021

Experience level:

Experienced (non-manager)

Education level:

Bachelor's degree or equivalent

Contract type:

Permanent

Location:

Tokyo

Department:

Engineering