Sr. Technical Support Engineer (JTAC)

Extreme Networks
Tokyo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Troubleshooting","Communication","Teamwork","Customer focus","Multitasking"]

Provide Tier 2/3 technical support for JTAC customers and partners, troubleshooting complex networking issues across data centers, service providers, and wireless product issues. You’ll manage high ticket volume, document escalations, and collaborate with Software/Hardware teams, while mentoring others. This role resides in Tokyo, with a hybrid in-office schedule for a global customer base.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Extreme Networks
Extreme Networks
3 months ago

Sr. Technical Support Engineer (JTAC)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Provide Tier 2/3 technical support for JTAC customers and partners, troubleshooting complex networking issues across data centers, service providers, and wireless product issues. You’ll manage high ticket volume, document escalations, and collaborate with Software/Hardware teams, while mentoring others. This role resides in Tokyo, with a hybrid in-office schedule for a global customer base.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide Tier 2/3 technical expertise to resolve service provider, data center, and wireless product issues.
  • •Analyze problems and identify solutions using databases of existing issues, debugging tools, and lab simulations.
  • •Document escalations and handoffs clearly to ensure efficient resolution across teams.
  • •Coordinate with Software and/or Hardware Engineering to see problems through to resolution.
  • •Mentor and train other team members to build internal expertise.

Key Requirements

  • •Excellent troubleshooting skills with strong problem-solving abilities in a technical environment.
  • •Business and conversational level English and Japanese ability.
  • •Experience with networking protocols and customer support in a technical role.
  • •Ability to manage high work volume with time-bound constraints and document cases clearly.
  • •Willingness to develop subject matter expertise and mentor others.
Experience:NetworkingTelecommunications
Skills:TroubleshootingCommunicationTeamworkCustomer focusMultitasking
Languages:EnglishJapanese
Tech Stack:OpenStackKubernetes

Company Brief

Extreme Networks
Provides wired and wireless network infrastructure, cloud-driven network management, and analytics for enterprises and service providers, delivering switching, routing, security, and access solutions.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1996
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn