Malaysia, Customer Support Engineer in Kuala Lumpur at CDNetworks Global

Date Posted: 8/14/2020

Job Snapshot

Job Description

OVERVIEW

As a Customer Support Engineer, you will work closely with CDNetworks customers to ensure prompt resolution of issues affecting the CDNetworks products and solutions (Web Acceleration, Media, Security, Cloud, etc.), all while running a globally distributed 24x7x365 critical network relied upon by many global companies.

 

You will also collaborate with a team of engineers across the world to ensure a high level of customer satisfaction by monitoring and handling customer support issues promptly, effectively and conclusively.

 

RESPONSIBILITIES

  • Perform support primarily via tickets, chat tools, e-mail and web portals.
  • Acting as Tier 1 & 2 support for identifying, troubleshooting, and resolving customers issues affecting mission-critical production traffic and various components of the CDNetworks global offerings.
  • Undertake operational problems, demands and configuration requests from global customers and be accountable for service response and recovery.
  • Respond to global outages and synchronize service recovery procedures.
  • Respond to global VIP customers’ performance and availability indexes in real-time monitoring alerts.
  • Undertake frontline operations during festive or special events and be responsible for the quality of customer support.
  • Provide regular updates to customers and end to end ownership of all reported cases through closure.
  • Create and document system processes and tasks related to keeping CDNetworks’ platform up and performing optimally.
  • Other duties as required. 

 

This list is not exhaustive, management reserves the right to revise the list of responsibilities according to business needs.

Job Requirements

REQUIREMENTS

  • Strong understanding and troubleshooting experience with HTTP, DNS, networking concepts such as TCP/IP, web architecture, etc.
  • Strong English communication skills (written and verbal)
  • Work in rotating shifts including weekends and public holidays in order to support customers across different time zones
  • Motivated self-starter who can work well with minimal supervision
  • Understand and able to converse Japanese as he/she will be responsible for Japanese market.

Preferred

  • Experienced in XML-based scripting or configurations (X-shell, Python, Perl, etc.)
  • Experienced with CDN technologies/services