Description
Technical Support Engineer - AsiaPac
NetMotion Software by Absolute
What We're Looking For:
NetMotion Software is looking for a Technical Support Engineer to join our global team. This team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products and Operating Systems. As a customer advocate you will have a direct impact on future iterations of the product.
NetMotion was recently acquired by Absolute Software based out of Vancouver, BC. Together, we are excited about providing our customers with Absolute's endpoint management and security, combined with NetMotion's network security platform. Bringing together the best of both product suites will offer customers the chance to secure their workforce from top to bottom-the network, the applications, and the devices-no matter where they choose to work.
Due to the new nature of remote work, we are open to this person working from home, whether that's in Vancouver, Victoria, Seattle, or wherever we're located.
Reporting to the Technical Support Manager, the ideal candidate will be able to:

• Use analytical skills and creativity to investigate and resolve customers' technical issues.
• Manage multiple complex technical issues simultaneously.
• Develop expertise in using and supporting our products and technologies, including wireless networking products.
• Investigate, document, and track product bugs and customer feature requests.
• Utilize diagnostic tools and debug files from customers.
• Duplicate issues within a lab environment.
• Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting.
• Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
• Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
• Maintain, extend, and document the technical support lab.
• Research, test, and evaluate competing or complementary products.
• Communicate solutions to customers of varying technical abilities in a professional manner.

Your Skills:

To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason, NetMotion requires that you have 4-5 years of experience in networking support (client-server experience preferred). It is also important that you are a self-starter, and able to work independently with limited direction. You must have:

• Experience using a case management system and keeping case records up to date. Work with Salesforce.com is a definite plus.
• Ability to work independently and self-motivated to continue improving technical skills during night shift.
• Proficiency with IP networking concepts and protocols:
• LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
• LAN / WAN equipment installation, configuration and troubleshooting.
• Self-motivated quick learner with enthusiasm for customer satisfaction.
• Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
• Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
• Understanding of virtualization software is a plus; (VMWare, Nutanix, etc.)
• A demonstrated passion for problem-solving and technology.
• General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods.
• Experience in configuring wireless networks and VPNs.
• Strong verbal and written communication skills, analytical ability, and organizational skills.
• Demonstrated ability to read and interpret technical documentation, debug files, and related information.
• Experience writing short technical documents and/or knowledge base articles a plus.

Additional consideration given to candidates with one or more of the following:

• Any experience consulting in the mobility area, specifically on infrastructure and network design.

Language Qualification:
Japanese Language: fluent in reading, writing, and speaking.
English Language: fluent in reading, writing, and speaking.
Shift work Qualification:
Shift time: 4:00PM - 1:00AM(PST) 08:00AM - 5:00PM(JST)
Who We Are:
NetMotion provides security solutions for millions of devices deployed around the world, including 7 of the 10 largest airlines, 85% of US public safety agencies, and a variety of other major organizations ranging from utilities and healthcare to logistics and legal sectors. Customers choose the NetMotion platform for its powerful software-defined perimeter (SDP / ZTNA), experience monitoring and mobile-first enterprise VPN functionality. These solutions stand out for their ability to actively improve the employee experience, validated by a satisfaction rating of 97% and an NPS of 91. NetMotion is headquartered in Seattle, with offices in Victoria, Chicago, London, Tokyo, Sydney and Frankfurt.
Why You'll Love It Here:

• Health and life benefits, along with a competitive 401k plan and a company match
• Flexible vacation, company paid holidays, paid sick days, and paid parental leave
• Monthly morale events and random treat days

NetMotion is committed to creating a diverse environment and is proud to be an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race; color; national origin; ancestry; religion; creed; gender; gender identity or expression; sexual orientation; marital status; economic status; the presence of any sensory, mental, or physical disability; age; veteran status; or the use of a service animal.