Senior Developer Support Engineer

Job ID: 176
Ahead Group is looking for a Senior Developer Support Engineer to join our partner, an IT company in Tokyo.

The company provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations. We are hiring people to extend support in Japanese, Chinese and Korean languages.

  • Provide support to customers using Cloud Platform products, solutions and APIs including App Engine, Big Query and Cloud Storage
  • Event Management: monitor network, server and web applications to ensure high availability.
  • Incident Management, Problem Management: open, update and close trouble tickets with detailed information relating to trouble reported.
  • Provide technical assistance and developer support as part of a global 24x7-support organization.
  • Work closely with engineers and product managers to improve the product and make our customers successful.
  • Knowledge Management: develop and maintain a working knowledge of a wide range of applications and systems.
  • Incident Management, Problem Management and Change Management: change requests and incident ticket handling for the remaining Infrastructure Teams.
  • Follow notification and escalation procedures.
  • Follow standards for communications with business involving operational issues
  • Monitor cases queue and assist agents with case queries
  • Be subject matter expert for other agents
  • Share knowledge and educate the agents with product updates and best practices
Required skills:
  • 3+ years’ experience fully as Developer Engineer or a combination of Networking and Development
  • Proficient in at least one of Java, Python, PHP or Go
  • Ability to read and understand code and able to write code samples to reproduce customer issues
  • Familiarity with cloud computing
  • Familiarity with web protocols (HTTP, TLS, etc.)
  • Familiarity with SQL
  • Handling high severity issues and troubleshooting experience
  • Experience working on production environments & client facing
  • English B2/C1
Nice to have:
  • Experience with Platform as a­ Service (PaaS)
  • Familiarity with parallel/distributed computing (NoSQL, Map Reduce, etc.)
  • Familiarity with modern API technologies

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