Technical Support Engineer Efficient Frontier

The Technical Support Engineer will work as part of Technical Services group to provide English and Japanese language technical support to key business partners and clients. They will act as a primary technical point-of-contact responding to and communicating with said clients regarding product related technical issues and updates.
This person will play a key role in growing Efficient Frontiers business in Japan. The ideal candidate would have the ability to meet SLA requirements with the goal of providing exceptional service, while at the same time managing client expectations in a manner consistent with company objectives.
Core Duties and Responsibilities
Act as a primary technical support contact for key business partners in Japan, along with other global clients as assigned
Initial investigation and response to all technical issues and inquiries from assigned partners and clients
Maintain status updates on existing issues, working with Engineering and Product Development teams to set priority levels and deadlines
Responsible for day-to-day monitoring of client accounts and follow-up on technical and performance issues when they arise
Work closely with Account Development group to provide seamless client-facing support
Work with Product Development group to define and address client requirements and feature requests
Requirements
BS degree in Computer Science or related technical degree
3+ years industry experience in production technical or product support.
Fluency in Japanese and English required
Participate in 24X7 on-call rotation
Working knowledge of internet marketing experience preferred
Experience acting as client-facing technical support or customer service representative highly desirable
Japanese-language business experience desirable
Experience with Windows and UNIX operating systems
Working knowledge of SQL and relational databases highly desirable
Detail-oriented with strong ability to multi-task and prioritize
Proven problem-solving and troubleshooting skills
Desire and willingness to embrace new technologies
Excellent verbal and written communication skills.

Location:	Sunnyvale, CA United States