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Technical Support Engineer



IT, Customer Service
Tokyo, Japan
Posted on Friday, June 14, 2024

Who We Are:

Ivanti's platform makes it possible for employees to stay productive, secure and engaged wherever they are. That starts with us. With headquarters in Utah, offices in London and Paris and nearly 3,200 employees in 25 countries around the world, we are the Everywhere Workplace – it's a great time to work for Ivanti!

We anticipate our customers’ needs, we are highly responsive, and we deliver innovative solutions that exceed their expectations. Our mission is to be a global technology leader enabling organizations to thrive in the Everywhere Workplace – automating the tasks that discover, manage, secure and service all of their IT assets.

Our Culture - Inspire, Innovate & Grow:

Our mission is to be a global technology leader, enabling organizations and our people to thrive in the Everywhere Workplace. A core value at Ivanti is maintaining an environment where all perspectives are heard, respected and valued. We foster a culture where we can all grow, learn, add value and thrive – while achieving new levels of performance together. Ivanti is the right size. We are large enough to be stable and strong, but small enough so your work and opinion actually matter. Our continued success begins with you!

What We Do:
• Empower users to seamlessly and securely connect from any place in the world that offers air, water and… Internet!
• Equip organizations with the right tools to configure access, manage and enforce compliance with a holistic view on network, users and usage.
• Empower organizations to continue to breathe easy, now with an added sense of invincibility.
• Work hard so that you can focus on the things you want to!
Your Impact:
• Diagnose, troubleshoot and replicate customer issues, research and identify solutions to them.
• Provide technical guidance and best practices as the subject matter expert in our products.
• Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies.
• Ensure proper recording of customer reported problems and maintaining status of problem and problem resolution in case problem report tracking system.
• Actively participate and proactively document customer questions, issues, resolutions, and specific implementation scenarios in the knowledge database
• Effectively document and communicate customer questions, issues, and requirements to support management, product management and development.
• Participate in the technical review process for new product launches.

Your Experience:
• 3-6 years of Enterprise support Experience in Network security/SSL VPN domain
• Curious and a self-starter - when you hit an obstacle you research and investigate until you solve it.
• A strong engineer - you’ve been in our customers’ shoes before and can anticipate their challenges and needs.
• Highly organized - you can calmly juggle multiple tasks and priorities and keep all the relevant people and systems updated as you go along.
• A team-player - you’ll need to be able to leverage entire GEC Team and work with other cross-functional teams as needed and keep everyone informed.
• Comfortable talking and conduct a virtual meeting with customers.
• Able to communicate complex ideas, concepts and technology.
• Good network troubleshooting skills with the Fair understanding of TCP/IP, subnetting, routing, VLANs, and protocols including HTTP1/2, DNS, SNMP, FTP.
• Good knowledge of AAA servers (AD/LDAP/Radius)
• Knowledge of Security Technologies and Protocols: Firewall, TLS/SSL, Http/Https.
• Good to have Knowledge of Enterprise Apps and Enterprise Security: SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies.
• Good to have Knowledge of virtualization and hypervisors: VMware vSphere, MS Hyper-V, KVM.
• Good to have Knowledge of with cloud computing vendors: AWS, Azure, Google Cloud.
• Good to have knowledge of Linux/Unix.
• Basic to intermediate level knowledge of Load Balancers and WAN Optimization.
• Great passion for improving customer experience and in delighting customers by helping them meet their desired outcomes, easily.
• Basic project management skills.
• Good to have Knowledge of working with JIRA, Salesforce CRM.

Good to have knowledge on Mobile Device Management (MDM) - Apple iOS & Android

Knowledge on Identity Management (AD, Entra, OKTA, etc.) and integration with SaaS Platforms

Database Experience - SQL Queries is an added advantage.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

If you require special assistance for the best interview experience, please contact us at recruiting@ivanti.com.