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Singapore, Customer Support Engineer (Cloud Security) in Singapore at CDNetworks Singapore Pte. Ltd.

Date Posted: 10/23/2018

Job Snapshot

  • Location:
    Singapore
  • Experience:
    3 - 5 years
  • Date Posted:
    10/23/2018

Job Description

OVERVIEW
 
CDNetworks’ Customer Support Engineers (CSEs) ensure a high level of customer satisfaction by monitoring, maintaining, troubleshooting our global CDN infrastructure; handling customer support issues promptly, effectively and conclusively to ensure smooth performance and availability of our services. As a Subject Matter Expert and evangelist of CDNetworks’ Security products and services, you will also be actively involved in supporting pre-sales activities by working closely with the Sales team to conduct technical consultation and education for existing and prospective customers.
 
In this role, you will be the primary interface for the resolution of issues related to our suite of security products (DdoS Mitigation Services and Web Application Firewall), working closely with our customers, and internal teams (security services, service operations, network and system engineers, developers) responsible for maintaining our global network. You may also provide support in facilitating implementation activities, contribute to the enhancement of our security services and processes, whilst providing technical guidance to customers and internal teams.
 
You should be a team player who enjoys interacting with people and has a ‘can-do’ personality. You should also be passionate about Network/Cloud Security-related technologies and possess a knack for solving complex technical problems.
 
 
RESPONSIBILITIES
 
Post-Sales
  • Act as primary point of contact for identifying, troubleshooting, and resolving issues affecting the usage of our Security products.
  • Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner.
  • Proactively monitor platform QoS and security performance statistics for our customers’ websites and online applications, so as to mitigate risks, provide quick response to emerging threats and maintain platform stability.
  • Facilitate incident responses and escalations to Service Operations Team or other advanced support teams when necessary.
  • Ensure external SLAs are are met and continually evaluate existing processes to streamline and enhance customer support activities.
  • Provide technical support and guidance to existing customers during onboarding, post-onboarding and deboarding stages.
Pre-sales
  • Partner with Sales team to provide technical consultation and qualification to prospective customers during pre-sales engagement process including technical trial evaluations, technical objection handling, onsite troubleshooting and customer follow-up activities.
  • Develop technical solution design documents and technical proposal write-ups to drive Proof-of-Concepts and provide compliance response to RFQs and Tenders
  • Deliver effective product demonstrations/presentations in order to articulate how to incorporate CDNetworks’ Security solutions into customers’ architecture and operations to derive business value.
  • Work closely with Product Management, Engineering and Business teams to convey customer feedback as input to CDNetworks’ technology roadmaps.

Job Requirements

REQUIREMENTS

  • University degree in Computer Science, Computer Engineering, Information Technology, Internet/Network Security or related discipline.
  • About 3 - 5 years relevant experience in a customer-facing pre-sales or post-sales position, ideally with direct hands-on exposure to operating and troubleshooting network / web / application / endpoint security services.
  • Strong knowledge of cyber security ecosystem and landscape,  including cyber security trends and threats. 
  • Solid understanding of Internet Delivery Protocols (i.e. DNS, TCP/ IP, HTTP) and Hosting Infrastructure (i.e. load balancers) is required.
  • Strong Linux or Windows system administrator skills.
  • Strong communication skills in order to act as a bridge between customers and the service operations team.
  • Willing to work beyond business hours or be on-call as and when required.
 
Preferred skills and experience
  • Good understanding of Cloud Security e.g. DDoS mitigation, web application security
  • Possess web security and compliance experience (e.g., Firewalls, IPSec VPN, SSL, IDS/IPS systems, DDoS prevention and PCI, SOX, HIPAA, etc.)
  • Possess at least 1 or more security-related certifications, such as CISSP, CEH, CISA, CISM, SECURITY+, OSCP, etc
  • Practical skills of deploying and operating network and network security appliances, e.g. switches, routers, firewalls, IPS, WAF
  • Practical knowledge of Internet transit, e.g. BGP and AnyCast
  • Proficiency in both English and Chinese is preferred, as you may need to work with advanced tier support teams in China and South Korea.