【Foreign based firm】Bilingual Product support engineer for Optical line - Tokyo

Job Title: 【Foreign based firm】Bilingual Product support engineer for Optical line - Tokyo
Contract Type: Contract
Location: Unknown
Reference: 2501
Contact Name: Manu Tomar
Job Published: June 04, 2019 12:53

Job Description


Emerge is looking for candidates who will be working with European consulting firm as a Product Support.

The product support engineer is responsible for providing a solution to the issues logged by the customer.

The Product support engineer will pick up or be assigned customer cases by the shift manager for resolution.

  • Good Understanding and hands-on SR Cycle
  • Accept and assess the reported/assigned SR
  • Provide the RCA for SR
  • Provide update to customers via phone or email as required.
  • Document and Update SR records in Ticketing tool
  • Monitor SR age against SLAs and escalate as required.
  • Interact with Service Desk, Logistics and customer Design engineers.
  • Ability to search/utilize and add to knowledge solution database.
  • Consult Technical Lead whenever required for effective and timely resolution of SRs.
  • Escalate SR and engage Design team as per defined procedures and SLA


  • Optical: OTN (G.709), SONET/SDH, WDM, TDM Synchronizing Principles, DCN design & WDM
  • Resiliency mechanisms: Control Plane, 1+1, SONET/SDH Control Plane, MSP, SNCP, BLSR, UPSR
  • Carrier Ethernet: Services like E-LINE, E-LAN, E-TREE, VLAN (802.1Q, QinQ, 802.1ah, 802.1ay), Ethernet Ring Protection (G.8032), RPR, STP, RSTP, MSTP, MPLS-TP, Pseudo wire, QoS & Traffic Engineering CFM, OAM, Y.1731, RFC 2544, Sync-E
  • Understanding of NMS/EMS architecture, OSS Integration
  • Fluent in the Japanese language
  • Should be able to articulate technical issues / solutions to internal / external customers
  • Accountable and open to constructive feedback
  • Demonstrate best practices in customer facing and interpersonal communications skills
  • Have a working knowledge of communications with email, telephone, wireless devices, text messaging and PC based Windows/Microsoft software applications suite (Word, Excel, etc.)

Job details

¥500,000 Monthly ~ ¥550,000 Monthly
Language requirement
Japanese (Fluent), English (Business)