EMEA Technical Solution Engineer

CDNetworks; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A leading CDN company in Kuala Lumpur seeks a dedicated individual for a technical support position. This role involves providing high-quality 24/7 support, troubleshooting web and networking issues, and collaborating with teams. A Bachelor's Degree in IT or Computer Engineering is required, alongside skills in Internet protocols and Linux. The position demands the ability to work in 12-hour rotating shifts, and offers various incentives including medical insurance and wellness reimbursement.

Benefits

Shift allowance

Overtime claims

On The Spot Award

Long Service Award

Leave encashment option

Birthday gift vouchers

Medical Insurance

Wellness reimbursement

Conveniently located within public transport

Qualifications

• Must be Malaysian.
• Able to work in 12-hour rotating shifts.
• Experience in IT support or system engineering is an advantage.

Responsibilities

• Provide 24/7 technical support to CDN customers.
• Troubleshoot complex web and networking issues.
• Collaborate with teams for incident-free operations.
• Monitor and manage resolution status of support cases.
• Ensure adherence to SLA guidelines.
• Assess customer needs and recommend upgrades.
• Document knowledge from issues in a centralized location.

Skills

Internet protocols

Linux

CDN concepts

Analytical skills

Problem-solving skills

Attention to detail

Multi-tasking

English language proficiency

Mandarin language proficiency

Education

Bachelor's Degree in Information Technology or Computer Engineering

Job description

About the job

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.

Job 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

Job Requirements

• Malaysiansonly.

• 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.

Additional Information:

• Shift allowance

• Overtime claims

• On The Spot Award

• Long Service Award

• Leave encashment option

• Birthday gift vouchers

• Medical Insurance

• Wellness reimbursement

• Conveniently located within public transport

About Us

As a global-leading Content Delivery Network and Edge Service provider with over 20 years of experiences, CDNetworks delivers fully integrated cloud and edge computing solutions with unparalleled speed, ultra-low latency, rigorous security, and reliability.

From Fortune 500 companies to SMBs, our customers benefit from our diverse products and services including web performance, media delivery, enterprise applications, cloud security, and colocation services on a daily basis.

Founded in 2000, CDNetworks expanded over the years in a steady and solid manner to meet the needs of customers around the world. We have 14 global offices and 10 R&D centres across continents, all unified with one simple goal – provide the fastest and most secure digital experiences for internet users around the world.

People being the most valuable assets of our company, we put great emphasis on each team member’s professional and personal growth.

We are looking for passionate individuals who are deeply committed to learning and growing with us in the long term and who are aggressively result-oriented in achieving both professional and personal development objectives.

Join CDNetworks to help improve the performance and security of our internet together!