Job Detail

Ref - #24787
Japanese Bilingual Cloud Systems Support Team Lead
  • Location: Austin, TX
  • Employment Type: Fulltime
  • Position: Cloud Systems Support Team Lead
  • Industory: Computer Software / IT Consulting
  • Salary: $100k - $130k

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.