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Customer Success Engineer

About Midokura

Founded in 2010, Midokura (www.midokura.com) is a global innovator in software network virtualization. The company’s pedigree includes Amazon, Cisco, Google and VMware. With its Midokura Enterprise MidoNet (MEM) solution, Midokura offers the industry a complete overlay technology that integrates with cloud platforms and provides network visibility. Now gaining awareness in 122 countries, MidoNet delivers the first truly open, vendor-agnostic network virtualization solution. Mido is expanding its product line into the Industrial Internet of Things (IIoT).

Job Description

Our Customer Success team’s chief responsibility is providing an outstanding customer journey.  It’s a new team, so there are a lot of opportunities for growth, as well as the ability to build a system where we support customers “the right way”.   Our support engineers are amazing at providing an excellent customer experience and maintaining customer relations. Our Customer Success team is highly skilled and knowledgeable, thus enabled to troubleshoot issues in complex distributed systems and our customers appreciate our efforts.  This team works strongly in a globally-coordinated effort and closes the loop between Engineering, Product, and the customer. The team comfortably moves between software engineering and customer service, teaming up with our developers to report, test, and resolve issues.

Responsibilities

  • Respond to incoming support requests for our products, and communicate directly with the customer to solve the issues in a timely fashion
  • Troubleshoot and problem-solve customer support requests, often working closely with the engineering team to resolve escalated issues
  • Represent Midokura and our products at trade shows, seminars, and conferences
  • Report customer requirements to product management teams
  • Work with multiple points of contact, such as technical architects to ensure support requests are solved in a timely manner
  • Possibly take incoming calls for high priority requests
  • On-call rotations as needed
  • Other duties as-needed typical to working with a small, fast-growing company

Required Skills and Qualifications

  • Professional level written and verbal communication in Japanese and English
  • Two or more years experience in support roles
  • Strong Linux/Unix shell and Administrator knowledge a must
  • Excellent Linux skills
  • Familiarity with networking equipment and concepts a bonus
  • Experience deploying OpenStack or CloudStack a huge plus
  • Experience with Java, Scala, and Python a huge plus
  • Experience working at a cloud service provider a huge plus
  • Experience working with GitHub and GerritHub a huge plus
  • Bachelors in Computer Science or Engineering; or equivalent experience

Technologies

  • ZenDesk
  • ZooKeeper, Cassandra
  • OpenStack, CloudStack
  • Java, Scala, Python, CoffeeScript

Compensation and Benefits

  • Midokura offers an excellent compensation and benefits program

Location

Azabudai, Tokyo





 

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