Japanese Bilingual Cloud Systems Support Team Lead

Job Description

A rapidly expanding Software / IT Consulting company is looking for Japanese Bilingual Cloud Systems Support Team Lead in Austin TX.

Position: Cloud Systems Support Team Lead

Industry: Computer Software / IT Consulting

Location: Austin, TX

Languages: Japanese and English a MUST

Pay: $100k - $130k (Depending on your experience)

Status: Full time + Excellent benefits

Duties

• Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner.
• Provide support to customers using Cloud Platform products, solutions and APIs.
• Provide technical assistance and support as part of a global 24x5-support organization.
• Work closely with engineers and product managers to improve the product and make our customers successful.
• Incident Management, Problem Management and Change Management: change requests and incident ticket handling for the remaining Infrastructure Teams.
• Provide technical and developer support to customers using Cloud Platform products, solutions and APIs.
• Follow notification and escalation procedures
• Follow standards for communications with business involving operational issues
• Control the queue and assist agents with case queries
• Be subject matter expert to other agents
• Other duties as assigned.
  

Qualifications

• Business level verbal and written English and Japanese communication skills.
• More than 5 years of experience in providing support to Cloud Provider (AWS, VMware, etc.) customers.
• Strong knowledge of Linux/Unix and Windows Server.
• Familiarity with customer management tools such as Salesforce, ZenDesk, etc.
• Familiarity with multi-tasking and multi-processing.
• Experience with VMs (VMware, Amazon EC2, Google Compute Engine, etc.).
• Ability to setup monitoring, conduct performance audit and performance optimization.
• Strong understanding of administration (user accounts, permission models, access control).
• Familiarity with networking (NAT, DNS, firewalls, basic routing, load balancing, etc.).
• Experience troubleshooting Linux performance (CPU, memory, I/O)
• Strong troubleshooting skills and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace).
• Ability to design, deploy, follow, explain and enhance defined ITIL/ITSM processes.
• Knowledge of Software development processes and methodologies.
• Familiarity with SQL, Cloud Computing, BigQuery, Cloud Storage and CloudSQL.
• Strong business ownership and customer focus.
• Ability to follow and understand a defined ITIL/ITSM process, train other team members, and contribute in process improvement.