Support Account Manager

Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:- Why will you enjoy this new opportunity? Support Account Manager (SAM) is responsible for providing account support services to our strategic/corporate customers and partners who have signed paid support contracts for VMware Cloud Foundation (VCF) products and solutions. SAM is responsible for providing the best and quickest solutions to system failures and product issues that arise, based on a deep understanding of the customer's environment, as well as providing suggestions for improvements as a preventative measure. To be successful in this role, you will be proactive, self-learning, have strong customer relations skills, in-depth technical problem solving skills, and a willingness to take on challenges. This is a position where the customer will thank you when obstacles are resolved.- Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?  During the 3-month period of employment, you will receive on-the-job training while acquiring basic knowledge of VCF products in general and SAM operations in particular. We have a mentor system, and one senior member will be assigned to each mid-career hire as a mentor. The mentor will be assigned to a client by himself/herself and handle each case from the end of the mentor's period of employment.- The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?  [Summary] The Support Account Manager (SAM) is responsible for providing account support services to our corporate customers and partners who have signed paid support contracts for our products and solutions. You will be responsible for providing the best and quickest solutions to system failures and product issues that arise, based on a deep understanding of the customer's environment, as well as providing suggestions for improvements as a preventative measure. To be successful in this role, you must be proactive, self-learning, have strong customer relations skills, in-depth technical problem solving skills, and a willingness to take on challenges.[Duties & responsibilities]Support Request Management Escalation Management Understand customer systems and changes Conduct regular support meetings Provide proactive information for failure prevention Coordination of VMware internal resources (with support engineers and overseas development departments) On-site support for fault recovery and reporting [Qualifications] Experience in technical support or development, ability to operate Linux and Windows to some extent on your own. Information science major with experience in application development. Ability to communicate with customers on a business basis. Ability to prepare technical reports and reports Understanding of customer reports and identifying problems through appropriate and effective questioning Ability to make accurate and appropriate judgments Ability to think logically and strategically Professionalism and professionalism Ability to leverage peers, mentors, knowledge bases, communities, and internal tools to find and provide the most effective solutions to customer issues Native level of Japanese Reading and writing level of English [Technical Skills Required] In-depth knowledge is not required in all areas, but knowledge and experience in a wide range of areas is an advantageOperating systems (Windows, Linux, UNIX) Networking (TCP/IP, Switch, Router, Firewall) Storage (FC, iSCSI, NFS) Server Hardware  - What is the leadership like for this role? What is the structure and culture of the team like? The culture of the company and our team is one of mutual support. About VCF Global Support Division VCF Global Support Division (GS) supports more than 25,000 enterprise customers in over 100 countries around the world who rely on VMware Cloud Foundation products. VCF GS provides comprehensive support for VCF products to customers and partners and participates in the development of new products and new versions of current products. Members also participate in product release strategy, product documentation production, customer discussion forums, and publication of professional documents. The commitment to excellence in product development and customer support is also practiced in the GS department and is intellectually stimulating through the exchange of information with internal and external customers on the job. The members of the VCF GS division are specialists selected to support business critical applications of virtual infrastructure. - Where is this role located?  Tamachi TokyoBroadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.