Senior Technical Support Engineer(NSX)

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Job Description:

弊社ネットワーク仮想化製品(SDN)である NSX,HCXなど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、L2延伸、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】

* お問い合わせの障害内容の整理、被疑箇所の絞り込み、切り分け
* 取得したサポートログバンドルからの原因調査
* 取得したパケットキャプチャデータからの原因調査
* 既知事象かどうかの調査、判定
* 新規問題時に開発部門と英語での連携、コミュニケーション
* 一時的な回避策の提供
* 社内Labでの再現環境の構築、検証
* Zoomセッションによるライブ解析
* 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
* 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
* 新規の技術ナレッジベースの作成

【必要な経験・スキル】

- Native level of Japanese (speaking, writing, reading)
- Basic Business level of English ability
- 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”, “ICMP”, “TCP/IP”, “UDP”, ”DNS”, ”DHCP”, “HTTPS”, “SNMP” etc
- Good understanding of network security (Ex. VPN, SSL etc)
- 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
 + vSphere products (Ex. vSphere, NSX, vCD, VIO etc)
 + Geneve/VXLAN
 + Network hardware manufactured products (Ex. Cisco etc)
 + Windows or/and Linux kernel 
 + kernel and/or application core dump analysis
 + REST API, Curl
 + PostgreSQL
 + Kubernetes

Working Location; Tokyo

---------------- English ---------------------

You will be working in a team that provides technical support for our network virtualization product(SDN), NSX/HCX etc. This position allows you to learn and utilize the latest practical IT Network technologies, including knowledge of firewalls, load balancers, routing, L2 extension, etc. in a virtual environment, as well as basic knowledge of vSphere, OS, TCP/IP, and its isolation.

【SUMMARY】

As a Technical Support Engineer, you will provide support for VMware products to customers. Support duties require the ability to isolate, diagnose, reproduce, and resolve events in a timely manner. To be successful in this role, you must be proactive, self-learning, have strong customer service skills, in-depth technical problem solving skills, and a willingness to take on challenges.

【Job Description】

Organize inquiries, narrow down and isolate the suspected problem.
Investigate causes from acquired support log bundles.
Investigate the cause of the problem from the packet capture data obtained.
Investigate and determine if the problem is a known event.
Liaise and communicate with development department in English in case of new problems
Provide temporary workarounds
Build and verify reproduction environment in in-house lab
Live analysis via Zoom sessions
Follow-up with regular progress reports and action plans for clients
Timely communication with clients via phone and email
Rapid escalation based on client environment and event-by-event decisions
Creation of new technical knowledge base

【Required Experience/Skills】

- Native level of Japanese (speaking, writing, reading)
- Basic Business level of English ability
- 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”, “ICMP”, “TCP/IP”, “UDP”, ”DNS”, ”DHCP”, “HTTPS”, “SNMP” etc
- Good understanding of network security (Ex. VPN, SSL etc)
- 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

【Preferable if available】

- Experience with
 + vSphere products (Ex. vSphere, NSX, vCD, VIO etc)
 + Geneve/VXLAN
 + Network hardware manufactured products (Ex. Cisco etc)
 + Windows or/and Linux kernel 
 + kernel and/or application core dump analysis
 + REST API, Curl
 + PostgreSQL
 + Kubernetes

Working Location; Tokyo

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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