Transforming smiles,
changing lives.
iTero Tier3 Engineer
SUMMARY:
The Role of iTero Tier 3 Engineer focuses on supporting technical issues related to proprietary software and web applications as well as hardware.
The Tier 3 Engineer required tasks include, but are not limited to, troubleshooting customer issues, investigate root cause of issue, working closely with local Tier 1 & 2 members, communicating with customers, and ensuring issues and solutions are documented in the ticket system and database.
Role expectations
ESSENTIAL DUTIES and RESPONSIBILITIES:
- Serve as iTero Technical & Business focal point.
- Support Tiers 1 & 2, Professional Services, and Partners
- Accountable End2End for problems solving till customer receives feedback
- Escalating complicated unsolved issues including detailed logs (managed with JIRAs), casework notes, diagnostics, and reproduce steps, to development or product experts.
- Provide Root Cause Analysis (RCA) when needed.
- Feedback from the Install Base to R&D (functionality/HW)
- Suggest improvements to the product based on field experience
- Build support procedures to lower levels
- Knowledge sharing and training to lower tiers members
- RMA analysis
- Support SW deployment stages and exhibitions
- Support SQA activities when needed.
- Expert in iTero application and ability to link all application in the dental office
- Support NPI activities – UAT, LMR and product launches
- Support and be responsive to off-hours emergencies and activities
- Issue weekly reports
- Perform any other projects or duties as assigned.
DAILY ACTIVITIES:
- Handle daily support activities (tickets handling, LMR support, QA assistance …)
- Deal with cross regional activities (on going deployments, severities, troubleshooting ….)
- Help local OPS technical activities (training, support new OPS processes …)
What we're looking for
QUALIFICATIONS and SKILLS REQUIRED:
- More than 3 years of experience as tech support (Tier 3) in high technology global multi discipline equipment companies (medical companies – Advantage)
- Proven customer facing skills
- Ability to work in Dynamic constantly changing environment
- Self learner
-
Proven experience in the fields of:
-IT/network/PC/IIS/SQL/Windows/OS Admin
-SQL server, SQL querying, Stored procedures - Proven scripting abilities
- Analysis and troubleshooting capability
- Eager to improve customer experience
- Excellent verbal and written English communication skills
WORK SCHEDULE / HOURS:
Normal work hours Monday – Friday 9:00am to 5:45pm, based in Tokyo office
Occasional after-hours support and meetings are required.
iTero Tier 3 Engineer – Japan
SUMMARY:
iTero Tier 3 エンジニアは、iTero独自のソフトウェア、ウェブアプリケーション、およびハードウェアに対する高度な技術サポートとトラブルシューティングを提供する重要な役割を担います。 このポジションには、顧客ニーズの深い理解と、複雑な問題を積極的に解決するアプローチが必要です。
ESSENTIAL DUTIES and RESPONSIBILITIES:
· iTeroアプリケーションのエキスパートとし、iTero技術およびビジネスの焦点となり、Tier 1＆2、プロフェッショナルサービス、およびパートナーをサポートする。
· 問題に対して顧客へのフィードバックまでの責任を持ち、問題解決のエンドツーエンドを担当する。
· 複雑な未解決の問題を、詳細なログ（JIRAで管理）、ケースワークノート、診断、および再現手順とともに、開発または製品エキスパートにエスカレーションする。必要に応じてSQLなどを駆使したデータ分析、根本原因分析（RCA）を提供する。
· 市場にあるスキャナーからのフィードバックをR&D（機能性/ HW）に提供する。
· 現場の状況、体験に基づいて製品の改善を提案する。
· Tier 1, 2メンバーのサポート手順を構築しながら、知識共有やトレーニングを行う。
· 新製品、新サービスに関する活動（UAT、LMR、製品発売）をサポートする。
· 時間外緊急事態およびアクティビティに対応し、対応する。
· 定期的なレポートによる報告及び その他、指示された業務の遂行
DAILY ACTIVITIES:
· 日常のサポート活動（チケット処理、LMRサポート、QA支援など）を処理する。
· クロスリージョナルアクティビティ（進行中の事象、深刻度、トラブルシューティングなど）に対応する。
· ローカルのペレーション活動（トレーニング、新しいプロセスのサポートなど）を支援する。
QUALIFICATIONS and SKILLS REQUIRED:
· ハイテク機器（医療機器であれば尚可）におけるテクニカルサポートとして3年以上の経験
· 顧客対応スキル
· ダイナミックで絶えず変化する環境で働く能力
· 自学習者
· 以下の分野での実証済みの経験：
-IT/ネットワーク/PC/IIS/SQL/Windows/OS管理
-SQLサーバー、SQLクエリ、ストアドプロシージャ
-IT/ネットワーク/PC/IIS/SQL/Windows/OS管理
-SQLサーバー、SQLクエリ、ストアドプロシージャ
· スクリプト作成能力、分析およびトラブルシューティング能力
· 顧客体験を向上させる意欲
· 優れた日本語および英語の口頭および書面でのコミュニケーションスキル
WORK SCHEDULE / HOURS:
- 標準的な就業時間：月曜日〜金曜日、9:00 AM - 5:45 PM、東京オフィス勤務。
- 勤務時間外のサポートとミーティングが必要となる場合があります。
About Align Technology
Your growth and well-being:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee discounts on Invisalign products.
- Learning opportunities though online learning resources and support for your individual development plans.
- Inclusive workspace that fosters diversity and collaboration.
Country-specific details will be shared with you by your recruiter during the interview process.
Discover Align:
At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Discover Align:
At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace diversity and nurture employee well-being?
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Review our Applicant Privacy Policy for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Our Hiring Process
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