The role of the Advanced Technical Support Engineer (ATSE) is to provide advanced level support on all cases escalated by the frontline Support Team. They will use their expert level knowledge of our product suite to provide quick and thorough solutions to all our customers. The ATSE will also work with the Backline Support Engineer to stay at the forefront of product changes and help ensure that frontline team is properly enabled through case assistance, scheduled training and in the moment technical coaching. The ATSE is a great communicator who can drive customer satisfaction even in escalated situations. Their ability to keep cases frequently updated and to actively manage the backlog are key measures for the ATSE.

　　In this role you will…

　　Provide world-class software support to SabaCloud system administrators across the globe.

　　Perform troubleshooting work using available knowledge resources.

　　Replicate customer problems in order to isolate root cause and devise solution.

　　Partner with Cloud Operations and Engineering to solve system and software defects.

　　Handle all types of customer and business situations: assessing severity and impact, escalating to management when appropriate.

　　Clearly articulate to customers and CSOD management a problem definition and a resolution plan.

　　Contribute to the global KCS initiatives through KB usage, edits and creation

　　Increase technical expertise via reading technical documentation, self-driven discovery of the product features and attending training sessions.

　　Mentor, coach or train Frontline Support engineers.

　　Handle escalated tickets.

　　Consideration of privacy and security obligation

　　You have what it takes if you have…

　　Minimum of 3 years of experience in Customer Support, Professional Services or Software Development required.

　　Experience with RDBMS and SQL programming (ex: Oracle/SQL Server) required.

　　Experience supporting and troubleshooting Java/J2EE applications required.

　　Experience with Unix/Linux and Windows OS desired.

　　Experience with full Saba Product suite is a plus.

　　Experience with leveraging fiddler logs for troubleshooting

　　A team player who is influential and builds good working relationships across all functions.

　　Passion for working with people, and a strong interest in helping Customers succeed.

　　Very strong written and verbal English communication skills with an ability to speak confidently and articulately.

　　Ability to multitask effectively and maintain a healthy backlog

　　Must be Japanese native and fluent in language

　　Fluency in English required both verbal and written.

　　Knowledge of advanced techniques such as APIs and Scripting

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　　Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected]