Singapore, Customer Support Engineer (Pre- & Post-sales) in Singapore at CDNetworks Singapore Pte. Ltd.

Date Posted: 11/25/2019

Job Snapshot

Job Description

OVERVIEW

Are you keen on embarking on a technical support role where you will be the primary point of contact in helping our customers ensure seamless performance of their business-critical applications? Do you have a desire to develop your skills in technical consulting and play a crucial role as an advocate of our solutions to regional organisations?

We are seeking a driven and self-motivated Technical Customer Support Engineer to join our team.

You will be the primary interface on complex technical support issues, working closely with our customers and the Service Operations team responsible for maintaining our global network. You will also facilitate implementation activities following a customer sale, and provide technical guidance to new and existing customers by ensuring prompt resolution to their service requests.

You should be a team player who enjoys interacting with people and has a ‘can-do’ personality. You should also be passionate about technology, detail-oriented and possess a knack for solving complex technical problems.

 

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.
  • Provide on-call support outside regular business hours as and when required.

Job Requirements

REQUIREMENTS

  • University degree in Computer Science, Computer Engineering, Information Technology, Internet Security or related discipline.
  • Experience in a customer-facing role within a Cloud or Internet services industry, ideally with direct exposure to troubleshooting technical issues.
  • Strong understanding of Operating Systems (Linux), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Internet Security and Hosting Infrastructure (load balancers, firewalls, etc) is required.
  • Familiarity with web programming languages e.g. Python, HTML, C++, Javascript
  • Strong communication skills in order to act as a bridge between customers and the service delivery team.
  • Willing to work beyond business hours as and when required.
  • Ability to converse in Mandarin to liaise with mandarin-speaking Service Operations Team and clients.