Malaysia, Technical Solution Engineer in Kuala Lumpur at CDNetworks Global

Date Posted: 2/5/2021

Job Snapshot

Job Description

Purpose of Job: To be the focal point in provides high-quality technical support and advice to the stakeholders internally and externally, in facilitating establishment and usage of our services. Drive the customer satisfaction, build a positive customer experience (CX) and quality solutions with our technology, enhanced services, and product development by providing feedback to the company.

RESPONSIBILITIES:-

  • Provide ongoing technical guidance and consultation to customers during onboarding, post-onboarding and deboarding stages.
  • Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner.
  • Monitor our customers’ websites and online applications, whilst maintaining smooth performance and availability of our services.
  • Facilitate incident responses and escalations to Service Operations Team or other advanced support teams when necessary.
  • Generate technical design documents to support POC via the establishment of trials and detail the implementation of our solutions.
  • Understand requirement on portal/system from stakeholder; figure out product prototype and PRD, cooperate with R & D and related stakeholders to implement the requirements.
  • Provide on-call support outside regular business hours as and when required.

 

Job Requirements

REQUIREMENTS:-

  • Diploma or University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
  • Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry, ideally with direct exposure to troubleshooting technical issues.
  • Strong Customer-centric mindset to ensure customer good experience and empower customer loyalty.
  • Good communication and engagement skills to act as a bridge between customers and the backend of service delivery team.

Abilities Required:-

  • Strong understanding of Operating Systems (Linux/UNIX), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Internet Security, Media Delivery Solutions and Hosting Infrastructure (load balancers, firewalls, etc) is required.
  • Experience with Cloud Architecture design, Edge Computing, Datacentre. Services/Solutions and Network Architecture are added advantage.
  • Experience in Project Management (PM).
  • Ability to converse in Mandarin to liaise with internal and external stakeholders.

Other Features of the Job:-

  • Familiarity with web programming languages or scripting languages e.g. Unix Script Programming (BASH) Python, PHP, HTML, C++, Javascript.
  • Willing to work beyond business hours as and when required.

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