SW Technical Support Engineer

3 days ago

Petaling Jaya, Selangor, Malaysia Quantum Full time
SW Technical Support Engineer - Japanese Speaking

Job Category: SVC - SW Tech Support

Requisition Number: SWTEC002025

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  • Posted: March 19, 2025
  • Full-Time
Locations

Petaling Jaya, 46050, MYS

Description

Quantum delivers end-to-end data management solutions designed for the AI era. With over four decades of experience, our data platform has allowed customers to extract the maximum value from their unique, unstructured data. From high-performance ingest that powers AI applications and demanding data-intensive workloads, to massive, durable data lakes to fuel AI models, Quantum delivers the most comprehensive and cost-efficient solutions. Leading organizations in life sciences, government, media and entertainment, research, and industrial technology trust Quantum with their most valuable asset – their data. Quantum is listed on Nasdaq (QMCO). For more information visit www.quantum.com.

Quantum is looking for an experienced Software Technical Support Engineer with Japanese language capability to join our APAC Global Call Centre team based in our Petaling Jaya, Selangor office. Working at Quantum means that you will be part of a team with seasoned and passionate experts in their respective domains.

Key Job Duties & Responsibilities:
  1. Process Customer request for service via the email (RAS).
    • Transfer customers RAS email into an SR (Service Request) and route accordingly.
    • Open the SR in Oracle and confirm information.
    • Route to specific TS org.
  2. Receive all incoming phone calls. Log calls in call handling system – Oracle Service Cloud
    • Gather customers contact and Equipment information.
    • Understand the customers Technical issues and enter into the SR.
    • Determine appropriate resource to handle service request.
    • Understand what Product types are supported by what groups.
    • Route to Tech Support via Task creation in Oracle Service Cloud.
  3. Dispatch to field engineers
    • Ability to multi-task between many high priority customer dispatches.
    • Update the SR from information given by the field.
  4. Validate customers warranty information for all units sold through the channel.
  5. Help maintain the integrity of the Oracle Service Cloud.
  6. Add and update customers information.
  7. Add and update equipment information in the Installed Base.
  8. Replacement Part Orders and Tracking.
  9. Perform managed services tasks such as health and configuration checks when required.
Job Requirement (Include: Education, Skills & Experience)
  • Degree in Computer Science or similar/equivalent educational qualifications with at least 4-5 years of experience in a customer service technical support role.
  • Proficient in both spoken and written English and Japanese languages.
  • Direct experience with data storage, specifically VTL and NAS products.
  • Experience with LSI, info trend and ATTO RAID arrays, replication and de-duplication technologies are a plus.
  • Has some experience in UNIX system administration and troubleshooting skills on multiple UNIX platforms - Solaris, HPUX, AIX and particularly LINUX. High level Microsoft Windows system administration and troubleshooting are a plus.
  • Familiar with VMware and VCP certification is a plus.
  • Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc.).
  • Superior knowledge of fiber channel, iSCSI and SCSI technology, networking and SAN.
  • Familiar with backup applications such as EMC Networker or Symantec NetBackup is a plus.
  • Superior troubleshooting and organizational skills.
  • Ability to understand customer needs to "read" the customer and adapt behavior/approach accordingly.
  • Ability to multi-task between several critical customer situations at the same time.
  • Ability to work independently, as well as contributing as a team player.
  • Work Hours – Ability to work on rotating shifts between 7.00am to 8.00pm Malaysia local time.
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