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Technical Support Engineer

2 weeks ago

Petaling Jaya, Selangor, Malaysia Quantum Full time

About the Role

Quantum is seeking an experienced Software Technical Support Engineer with Japanese language capability to join our APAC Global Call Centre team based in Malaysia.

As a key member of our technical support team, you will be responsible for providing high-quality support to customers via phone, email, and other communication channels.

Key Responsibilities

  • Process customer requests for service via various communication channels.

  • Receive and log all incoming phone calls, gathering customer contact and equipment information, understanding technical issues, and determining appropriate resources to handle service requests.

  • Determine the best course of action to resolve customer issues, often requiring collaboration with internal teams and external partners.

  • Dispatch field engineers to resolve complex technical issues, ensuring timely resolution and excellent customer satisfaction.

  • Validate customer warranty information for all units sold through authorized channels.

  • Maintain the integrity of our Oracle Service Cloud system, adding and updating customer and equipment information as needed.

  • Perform managed services tasks such as health and configuration checks when required.

Requirements

  • 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.

  • Familiarity with UNIX system administration and troubleshooting skills on multiple UNIX platforms (Solaris, HPUX, AIX, and Linux).

  • High-level Microsoft Windows system administration and troubleshooting are 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.

  • Familiarity with backup applications such as EMC Networker or Symantec NetBackup is a plus.

  • Superior troubleshooting and organizational skills.

  • Ability to understand customer needs to 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.