Customer Solutions Engineer-1

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

Responsibilities

Customer Solutions Engineer - Japan

TNS is the market leader in application software for mobile & fixed networks. TNS offers a field-proven, carrier-grade fault-tolerant communications platform for Communication Service Providers & Enterprise. Customers use TNS technology to deliver mission-critical, high-value network and customer-facing services, and for new application creation. TNS is ideally positioned to benefit from the 5G rollout, NFV, and enterprise digital transformation.

We are looking for a Customer Solutions Engineer in Tokyo who has a deep understanding of telecommunication networks and is passionate to achieve customer success collaborating across teams in multiple continents.

As a Customer Solutions Engineer, you will be responsible for deploying and supporting TNS solutions in Leading Telco networks in Japan.

In your role, you will be an expert in customer support and will lead cross-functional teams to deliver new innovative software solutions and ramp solution deployments in new accounts. You will also engage with customers in pre-sales phase, provide solution presentations and demos to prospective customers, follow-up with the customer for any Q&A.

If this sounds like a role you can thrive in, we are looking for you!

Responsibilities (Tokyo):

• Work on complex problems and carry out exhaustive investigation/analysis along with necessary follow-up activities to identify the root cause and key out effective workarounds to resolve the field issues and if required, simulate technical problems in the lab to identify potential patterns of unexpected behavior needed to understand the root cause.
• Ability to prioritize and stimulate requisite escalations and maintain high standards of cross-functional communication to ensure visibility, traction, and ultimate closure.
• Carry out system/database administration, proactive maintenance, and software and hardware upgrades on a timely basis.
• Formulate technical action plans for analyzing and resolving end-to-end solutions, and devise effective and speedy recovery processes to meet the service SLA.
• Responsible for the reliability and quality of the delivered service., SLA Adherence
• Tracking and analyzing outage patterns, escalating service requests, and escalation trends to maintain a high level of customer satisfaction and devise incremental continuous improvement within service delivery terms.
• Engage with customers in pre-sales phase, provide solution presentations and demos to prospective customers, follow-up with the customer for any Q&A.
• Solution requirement discovery session with customer, understand and document the solution requirements, communicate and walk through requirements to the backend engineering team
• Technical clarifications with customer during the solution customization phase

Skills/Experience required:

• Minimum of 5-7 Years of solid experience in rendering the highest degree of technical support (Tier 2 and Tier 3) demanding round-the-clock dedication and depicting high technical troubleshooting skills to handle complex issues in real-time.

• Service and customer-oriented, sense of initiative, objective-driven.
• Background in Telecom networks
• Excellent oral and written communication skills in English and Japanese, including the ability to communicate effectively with technical and non-technical stakeholders and senior executives.
• Quality and process-oriented.
• Able to work well independently with limited supervision and be proactive in driving projects to completion.
• Advanced troubleshooting skills required for handling post-production issues with activities like Real-time recovery, Root Cause Analysis, issue investigation, and realization, etc., with a strong customer focus.
• System installation & upgrades, regular maintenance & patch implementation
• Incident management skills and high availability fundamentals.
• Telecom Signaling Protocols SIP, Diameter(Optional)
• Extensive knowledge of call processing flows.
• UNIX Shell scripting, System Admin, Installation
• OS knowledge Linux, Solaris
• Database - Oracle 12c, 19c, and other cloud-based databases
• SQL Query, Basics of Networking, Routers, Switches
• BS or MS in Computer Science, Electronics & Communications, or Electrical Engineering

Qualifications

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.