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Job Post Details

iTero Tier3 Engineer - job post

Align Technology
255件のクチコミ
〒141-0021 東京都 品川区 上大崎

勤務地

〒141-0021 東京都 品川区 上大崎

職務内容詳細

Description


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.

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 …)

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.

#LI-EX1


Roles & Responsibilities


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 …)

About Align Technology

Your growth and well-being:

At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
  • Health and well-being programs to keep you thriving in both body and mind.
  • Employee-exclusive discounts on Invisalign products.
  • Learning opportunities through online learning resources and support for your individual development plans.
  • Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

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.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
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.
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.

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 our global differences and nurture employee well-being?
Explore Align's culture here!
Want to discover more about exocad and Cubicure? Click on their names for additional information.

Applicant Privacy Policy:

Review our Applicant Privacy Policy for additional information.

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.
Align Technology
6日前
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