Support Engineer

WHO WE ARE:

Beyondsoft Consulting, Inc. is a leading technical solutions and consulting partner. We combine emerging technologies and proven methodologies to tailor elegant solutions that solve complex challenges and empower our customers to accelerate their business goals. For the past 25+ years we have been providing a broad range of high-quality IT services, including staff augmentation, business process outsourcing, custom software solutions, test automation, digital enablement, and other software engineering and digital transformation services.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

POSITION SUMMARY:

Our Redmond-based client is seeking a Support Engineer for a 100% remote-based position.

Should be bilingual: Japanese and English required

Shift: Wed-Sat or Sun-Wed (4 days/week - 10-hour shifts) working 7 AM - 7 PM ET / 8 am - 8 pm CST

Responsibilities

• Handle high-severity cases in Japanese during Japanese non-business hour
• Take care of English customer cases if there are not high-severity Japanese cases
• Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners - Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues.
• Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
• Document your technical work and research in a detailed and comprehensive manner. - Prioritize your work to accomplish the most important and urgent requests first. You also work critical cases as needed on a 24x7 basis or through an on-call model. Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Qualifications

• Must have 3+ years’ experience in technical /product /software support, network operations, IT admin, and IT consulting experience
• Must have 3+ years of customer-facing technical work experience, System Administration/Configuration of Windows and Linux Operating systems
• Should have a bachelor's Degree in Computer Science, Information Technology (IT), or a related field
• Must have 1+ year(s) of technical support, technical consulting experience, or information technology experience.
• Should be bilingual: Japanese and English
• Cloud computing in general (Azure, Amazon Web Services, Google Cloud Platform)

Additional or Preferred Qualifications:

• Microsoft Technology Certifications (AZ-900 or equivalent)
• On-premises Active Directory experience

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and make Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

• A competitive pay range of $43/hr- $46/hr (depending on experience).
• 15 days per year of Paid Time Off (PTO).
• 9 paid holidays per year (which includes 1 personal floating holiday).
• 401(k) retirement plan with company match.
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.