Head of SSEA Technical Solution Engineering Team

CDNetworks; Kuala Lumpur; On-site; MYR 150,000 - 250,000; Full time

Job summary

A leading Content Delivery Network and Edge Service provider, CDNetworks seeks a Technical Solution Engineering Manager to oversee a team and ensure high-quality customer service. This role balances technical support and strategy, aiming to enhance customer satisfaction and develop solutions in a competitive tech landscape.

Qualifications

• Minimum 10 years of relevant experience and 5 years in team management.
• Experience in customer-facing roles within Cloud or Digital Media Delivery.
• Proficiency in Chinese for communication with stakeholders.

Responsibilities

• Manage the Technical Solution Engineering team of around 30 staff.
• Act as a technical expert to communicate with customer CTOs and Directors.
• Provide ongoing technical guidance during onboarding and post-sales stages.

Skills

Customer-centric mindset

Communication skills

Engagement skills

Education

University degree in Computer Science, Computer Engineering, IT, or related fields

Tools

Cloud technology knowledge

Knowledge of CDN and/or cloud security

Job description

The role is to manage the Technical Solution Engineering team, including pre-sales and post-sales, to deliver high-quality service to customers externally and technical support to the sales team internally.

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

Main Duties and Responsibilities

• Functionally manage all TSE engineers (around 30 staff) based in Malaysia and SSEA.
• Assist Head of SSEA Sales in leading TSE's overall operations and streamlining customer and sales support capabilities.
• Act as a technical expert and manager to communicate with customer CTOs/Directors for key accounts, understanding their needs and providing solutions.
• Provide ongoing technical guidance and consultation during onboarding, post-onboarding, and deboarding stages.
• Manage the resolution status of all support cases, ensuring issues are resolved accurately and promptly.
• Monitor customers’ subscribed services and online applications to ensure smooth performance and availability.
• Facilitate incident responses and escalations to the Service Operations Team or other support teams when necessary.
• Generate technical and solution design documents to support POC, including trial establishment and detailed implementation of solutions.
• Understand stakeholder requirements for portals/systems; develop product prototypes and PRD, collaborating with R&D and stakeholders to implement requirements.
• Provide on-call support outside regular hours as needed.
• This position reports to the Head of SSEA Sales.

Minimum Requirements

• Malaysians only.
• University degree in Computer Science, Computer Engineering, IT, Internet Security, or related fields.
• Minimum 10 years of relevant experience and 5 years in team management.
• Experience in customer-facing roles within Cloud, Broadcast/Digital Media Delivery, or Internet services industries, preferably with exposure to post-sales, pre-sales, or solution sales.
• Strong customer-centric mindset to ensure positive customer experience and loyalty.
• Good communication and engagement skills to liaise effectively between customers and the service delivery team.
• Knowledge of CDN and/or cloud security is highly preferred.
• Proficiency in Chinese is essential for effective communication with Chinese stakeholders.

About Us

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

Our customers range from Fortune 500 companies to SMBs, benefiting from our diverse products and services including web performance, media delivery, enterprise applications, cloud security, and colocation.

Founded in 2000, we have expanded globally with 14 offices and 10 R&D centers, unified by our goal to provide the fastest and most secure digital experiences worldwide.

We value our team members’ growth and are committed to professional and personal development. Join us to help improve internet performance and security!