EMEA Technical Solution Engineer

cdnetworks

Kuala Lumpur

On-site

MYR 33,480 - 55,800

Full time

14 days+

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Benefits offered by this job

Shift allowance

Overtime claims

Medical Insurance

Birthday gift vouchers

Wellness reimbursement

Job summary

cdnetworks is looking for candidates in Kuala Lumpur to provide high-quality 24/7 technical support for our CDN service. As the first point of contact for customers, your primary responsibilities will include troubleshooting complex web issues, collaborating with teams, and ensuring adherence to SLA guidelines.

The ideal candidate should hold a Bachelor’s Degree in Information Technology or a related field, possess strong analytical skills, and be able to work in rotating shifts. Additional skills in Linux and Internet protocols are preferred.

Qualifications

Malaysians only.
Must be able to work in 12-hour rotating shifts.
Experience in system engineering or enterprise technical support is advantageous.

Responsibilities

Act as the first point of contact for customers.
Provide 24/7 support for complex web issues.
Collaborate with teams for incident-free operations.
Monitor the resolution of support cases.
Adhere to SLA guidelines for issue resolution.

Skills

Technical Support

Analytical Skills

Problem-Solving

Knowledge of Internet Protocols

Linux

Collaboration

Education

Bachelor's Degree in Information Technology or related field

Job description

Overview

To be the focal point in providing high-quality 24/7 technical support to customers of CDN service, which is a large, distributed SaaS cloud offering in over 300 locations around the world.

Responsibilities

Served as first point of contact for our customers.
Providing 24/7 support to troubleshoot complex web and networking issues.
Collaborated with cross-functional teams to ensure incident-free operations.
Monitored and managed the resolution status of all support cases.
Ensuring adherence to SLA guidelines and accurate issues resolution.
Assessed customer needs to recommend upgrades or additional features.
Analyzed impacts on customer business and implemented mitigation strategic.
Documented knowledge obtained from each issue in a centralized location.
Other additional duties as required to support team and operational goals.

Qualifications

Malaysians only.
Must be able to work in 12-hours-rotating shifts.
Bachelor\'s Degree in Information Technology, Computer Engineering or related field.
Good understanding of Internet protocols, Linux, and CDN concepts.
Experienced in system engineering / IT support / enterprise technical support would be an added advantage.
High degree of analytical and problem-solving skills.
High degree of organization, attention to detail and an ability to multi-task.
Required language(s): English written and spoken. Mandarin written and/or spoken is plus.

Benefits