MS Engineer L3 Bilingual
Job Summary
The Bilingual Cloud Managed Services Engineer (L3) is a seasoned role responsible for providing proactive support and resolution for complex cloud-based incidents. This position involves both pre-sales technical consultation and post-sales delivery, ensuring infrastructure stability and operational excellence. The engineer will collaborate closely with Japanese-speaking clients to manage expectations and drive technical solutions.
Responsibilities
- Lead pre-sales technical design and proposals
- Resolve L3-level cloud infrastructure incidents
- Perform root-cause analysis and ITIL documentation
- Manage client expectations and stakeholder communication
- Mentor junior engineers and drive operational automation
Required Skills
- Japanese (JLPT N1) and English (TOEIC 735+)
- Cloud Managed Services expertise
- ITIL framework knowledge
- Infrastructure architecture design
- Client-facing stakeholder management
Job Details
Responsibilities:
1. Pre-Sales Responsibilities (Opportunity & Acquisition Phase)
- Act as a technical authority during pre-sales engagements, collaborating with sales teams to support solution design, sizing, and feasibility assessments.
- Conduct technical discovery workshops and requirement-gathering sessions with clients.
- Design and propose cloud, hybrid, and on-premises infrastructure architectures tailored to client needs.
- Prepare and review technical proposals, Statements of Work (SoW), High-Level/Low-Level Designs (HLD/LLD), and cost estimates.
- Deliver high-impact technical presentations and solution walkthroughs/demos to clients.
2. Post-Sales / Delivery & Operations Responsibilities (Deployment & Management Phase)
- Ensure assigned client infrastructure is properly configured, installed, tested, documented, and operational.
- Investigate, troubleshoot, and resolve highly complex L3 (third-line) support incidents and problems in alignment with ITIL frameworks, ensuring root-cause analysis is thoroughly documented.
- Manage escalations and coordinate closely with vendors and third-party service providers to ensure swift resolution.
- Conduct monthly incident reviews and trend analysis to recommend continuous quality and service delivery improvements.
- Proactively drive operational optimization, workload automation, standardization, and cost-reduction initiatives.
- Design, implement, and test backup, disaster recovery (DR), and business continuity solutions.
- Provide technical guidance, coaching, and mentoring to junior team members across functions.
Requirements:
- Strong English & Japanese communication skills (business level).
- Proven hands-on experience in managed services / cloud / infrastructure.
- Strong knowledge of ITIL, cloud platforms, and enterprise environments.
- Japanese client-facing & stakeholder management skills.
- Nice-to-have: Pre-sales or solution consulting experience.
- English Level: Business Conversation Level (TOEIC 735-860).
- Japanese Level: Fluent (JLPT Level 1 or N1).
Benefits:
- Full social insurance coverage.
- Education and training, Annual dental benefits, Health screening.
- Annual leave: 15 days.
- Wellness benefits, movie day, volunteer leave.
- Relocation support including work permit, one-way flight ticket, and accommodation for the first 10 days.