Technical Support Engineer

Synchronoss Technologies (Nasdaq: SNCR), a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement, resulting in enhanced revenue streams, reduced expenses, and faster time-to-market. Millions of subscribers trust Synchronoss to safeguard their most cherished memories and important digital content. Explore how our Cloud-focused solutions redefine the way you connect with your digital world at www.synchronoss.com.

Synchronoss is seeking a Technical Support Engineer experienced individual located in Tokyo, Japan to join our Cloud customer support Team based in Japan.

Technical Support Engineers research and diagnose issues reported by internal teams and customers. They apply required troubleshooting steps and implement solutions for those issues to meet contractual SLA. Our Technical Support team members troubleshoot and develop technical solutions related to software and setup errors. Our Application Support Team escalates highly complex problems requiring more in-depth knowledge to appropriate internal resources. They document troubleshooting and problem resolution steps and provide training to Tier2 resources as required.

• Provide support for R&D resources through ticket updates, information gathering, customer communication and special projects as needed.
• Provide proven incident and problem solving (troubleshooting) skills under changing and unique conditions with an emphasis on a timely resolution.
• Resolve single and multi-user issues by executing command line tools, curls and scripts.
• Create accurate reports on various work related deliverables. (Ticket data, SLA’s, etc.)
• Create and maintain production support documentation, such as run books and installation instructions.
• Provide off-hours and weekend Level 3 support / On Call rotation 
• Assist in the training of Tier 2 resources.

• At least 5 years of software support experience.
• 4 year degree in related IT or Computer Science degree required or equivalent.
• Individuals focused on providing superior customer support for our revenue generating products, as well as internal Synchronoss teams that we support.
• Good understanding of the web, mobile, database driven application design.
• Hands on experience with Linux OS. Strong knowledge of Linux commands and bash scripting.
• Hands on experience with SQL queries. Using tools like Splunk, Hadoop or other DB tools.
• Experience with log parsing and log analytics tools.
• Data management skills. Large volume data organization. Excel skills.
• Proven ability to deliver a superior support experience working directly with client’s technology teams and internal engineering.
• Enjoys learning and adapting to advancing technologies and procedural changes.
• Must have the ability to coordinate and communicate effectively and professionally with other engineers, teams, business partners and customers.
• Able to work independently as well as within established policies and procedures
• Be able to work in a team based environment, where you share insights and findings freely.
• Should be able analyze simple to complex technical scenarios.
• Able to write & run database queries / SQL statements.
• Experience with Microsoft Office products.

• Debugging tools.
• Scripting knowledge.
• Coding, any language.
• Experience with IT system monitoring software.
• Experience with web site and/or with mobile application development.
• Basic networking knowledge.
• Database experience.
• Experience with troubleshooting high priority issues and system outages. May involve joining a bridge with clients.
• Create professional RCA documentation.

Synchronoss is proud to be an Equal Opportunity Employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.