Role ＆ Responsibility:
•Serve as the primary support contact and technical support liaison to assigned customers.
•Provide a high level of technical competence to independently resolve complex trouble reports with the Bytemobile Applications, Appliances and surrounding network elements （NE）.
•Maintain information on assigned customer, including contact points, deployment data, remote access method（s） and other information as requested by management.
•As necessary, escalate issues to other team members, team leader, team manager, or other teams in accordance with relevant Technical Support procedures.
•Serve as a technical expert within the team; assist and guide engineers in the execution of their duties and problem resolution.
•Travel to customer sites or data centers as required, to fulfill tasks such as issue resolution involving deep network and application analysis, upgrades, assist with site expansions and performing assessments and site/system audits.
•When a software bug is discovered, log issues in the bug tracking system, reproducing the bug on Test systems and providing all reasonable data to the Engineering Group.
•Create knowledge base documentation for all resolved issues when an existing document does not exist or the issue is not covered by product documentation; review knowledge base documents to ensure that they are technically valid, clear, grammatically correct, and presentable.
•Work toward becoming a subject matter expert in one or more relevant products or solutions and in one or more relevant non technologies
•Participate in new product or version readiness programs and ensure technical readiness throughout Customer Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Customer Support.
•Write tools and scripts to assist in simplifying troubleshooting and automating support activities.
•Technically engage in and lead the technical resolution of crisis or emergency situations as requested by the team leader, manager and/or Vice President, Worldwide Technical Support; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation.
•Maintain administration of assigned cases, ensuring that case detail and status are accurate and up to date at all times.
•Participate in an on－call rotation; when assigned to be on－call, be available by phone 12 hours per day, 7 days per week, including public holidays, and respond to alerts immediately and be no more than 30 minutes away from being able to actively engage, log any technical support issues raised in the call tracking system and begin resolution.
•A scientific degree.
•Language － fluent in Japanese and English including excellent written skills in both languages.
•Demonstrated mobile networking experience, with skills in CDMA, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols.
•Experience with UNIX shell scripting, PERL or C/C＋＋programming.
•Familiarity with debugging tools such as d－trace.
•Experience in providing support to a tier－one or tier－two mobile or telecommunications operator.
•Experience as a senior support team member or in a support team lead role, with demonstrated ability to mentor and give direction to others and to work with independence, autonomy and self－reliance.
•Political astuteness and understanding of commercial principles and impact.
•Demonstrable track record of hands－on customer experience as a senior support team member at a tier－one or tier－two mobile operator.