Posted on: November 8, 2020

Application Support Engineer

Tokyo, Japan
Netcracker Netcracker Careers logo

Join NetCracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Position Summary:

This position is primarily responsible for acting as an Application Support Engineer for Netcracker and for interacting, supporting and resolving our customer’s technical issues.

Principle Duties & Responsibilities:

  • Provide timely and effective technical support for Netсracker's applications and/or products, which includes the following activities:
  • Identify, analyze and troubleshoot technical issues; provide workaround to eliminate business impact;
  • Ensuring SLA compliance of Netcracker service;
  • Work in client’s and/or Netcracker’s ticketing systems and manage issues’ lifecycle;
  • Being point of contact to the customer, accept and assess customer’s requests/calls and streamline it according to priorities and contractual obligations;
  • Ensure compliance of support operations and process with security laws and restrictions  ;
  • Interact with teams involved into support process of complex multi-module Netcracker systems (CRM, Inventory, Service Provisioning, Integrations, Billing, etc.);
  • Follow incident and problem management processes (ITIL);
  • Work as part of the telecom service providers’ transformation program, providing wide range of services, such as Application Delivery (UAT participation), Application Management, Hosted or Remote Managed Services;


  • Higher technical education;
  • 1+ years of experience in support of Software Applications or Products;
  • Organizational and coordination skills;
  • Responsibility and focusing on results; meet challenging deadlines;
  • Good communication and interpersonal skills;
  • Knowledge of SQL for querying Databases;
  • Strong troubleshooting and problem-solving skills; quick learner;

Strong advantage:

  • Knowledge in OSS/BSS solutions and Telco;
  • Enterprise software, telecommunications or call center background;
  • Ability to read Java code, Unix basic knowledge

We offer:

  • Improvement of skillset in new and prospect technologies;
  • Strong training and knowledge bases;
  • Opportunities for career development;
  • Work directly with leading Telecom providers in EU and all over the world;
  • Medical insurance for employees and medical insurance discounts for family members;
  • Corporate phone
  • All conditions for remote work in rapidly changing global situation as well as opportunity to work in spacious modern  office environment together with colleagues;


  • Bachelor’s degree in related field

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