Customer Solutions Engineer – Japan

Summary

Ahead Group is supporting a global telecommunications software provider in hiring a Customer Solutions Engineer based in Tokyo. This role sits at the intersection of pre-sales, deployment, and post-production support, working closely with customers, global engineering teams, and internal stakeholders. The ideal candidate has deep telecom network knowledge, strong troubleshooting expertise, and a customer-first mindset to deliver reliable, high-availability solutions across leading Japanese telco environments.

Responsibilities

• Deploy, support, and maintain mission-critical TNS software solutions in leading telecommunications networks in Japan

• Lead Tier 2 and Tier 3 technical support activities, including real-time incident response, root cause analysis, and recovery

• Investigate complex technical issues through in-depth analysis, lab simulations, and cross-functional collaboration

• Formulate and execute technical action plans to resolve end-to-end solution issues while meeting SLA requirements

• Perform system and database administration, including proactive maintenance, upgrades, and patch implementation

• Track, analyze, and report outage patterns, escalation trends, and service reliability metrics to drive continuous improvement

• Ensure service reliability, quality, and SLA adherence across deployed solutions

• Manage incident escalations and maintain clear communication with internal teams and customers until closure

• Engage with customers during pre-sales activities, including solution presentations, demos, and technical Q&A

• Lead solution requirement discovery sessions and document customer needs

• Translate customer requirements into technical specifications and collaborate with backend engineering teams

• Provide technical clarifications to customers during solution customization and implementation phases

• Work independently and proactively to drive projects to completion with minimal supervision

Required Skills

• 5–7+ years of hands-on experience in Tier 2 / Tier 3 technical support for complex, high-availability systems

• Strong background in telecommunications networks and carrier-grade environments

• Advanced troubleshooting skills, including real-time recovery, root cause analysis, and post-production issue resolution

• Experience with system installation, upgrades, maintenance, and patching

• Incident management experience and strong understanding of high-availability architectures

• Working knowledge of UNIX/Linux system administration and shell scripting

• Experience with Linux and Solaris operating systems

• Database experience with Oracle (12c, 19c) and cloud-based databases

• Strong SQL query skills and solid understanding of networking fundamentals (routers, switches)

• Excellent written and verbal communication skills in Japanese and English, including engagement with technical and non-technical stakeholders

• Customer- and service-oriented mindset with strong ownership and accountability

• Bachelor’s or Master’s degree in Computer Science, Electronics & Communications, Electrical Engineering, or related field

Desired Skills

• Experience with telecom signaling protocols such as SIP and Diameter

• Deep understanding of call processing flows in telecom environments

• Experience working in global, cross-functional engineering and support teams

• Exposure to cloud-based database platforms

• Strong process orientation with a focus on service quality and continuous improvement

• Experience supporting solutions in 24/7 mission-critical production environments