Technical Solution Engineer

CDNetworks; Kuala Lumpur; Hybrid; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Hybrid mode

Overtime claims

On The Spot Award

Long Service Award

Leave encashment

Medical Insurance

Wellness reimbursement

Public transport access

Job summary

CDNetworks is seeking a dedicated technical support specialist in Kuala Lumpur to provide high-quality 24/7 assistance for our distributed CDN SaaS service. You will be the first point of contact for customers and help resolve complex web and network issues with cross-functional teams.

We value analytical problem-solving, strong organization, and the ability to multi-task in a fast-paced, hybrid work environment. English and Mandarin are required for this role.

Qualifications

• High degree of analytical and problem-solving skills.
• High degree of organization, attention to detail and an ability to multi-task.

Responsibilities

• Be the first point of contact for customers with troubleshooting complex web and networking issues 24/7.
• Coordinate problem resolution with cross-functional teams.
• Manage status of resolution for all support cases to ensure timely, accurate solutions.
• Evaluate customer needs to suggest upgrades or additional features.
• Record and maintain knowledge from each issue in a central repository.
• Other duties as required.

Skills

Analytical thinking

Problem solving

Organization

Multi-tasking

Education

Diploma or University degree in Computer Science/Computer Engineering/ Information Technology/ Internet Security

Job description

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

• Be the first point of contact for our customers with troubleshooting complex web and networking issues 24/7.
• Work closely with cross-functional teams to coordinate problem resolution.
• Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner.
• Evaluate customer needs to suggest upgrades or additional features.
• Record and maintain knowledge collected from each issue in a central location.
• Other duties as required.

Job Requirements

• Malaysians only.
• Required language(s): English and Mandarin
• Must be able to work in rotating shifts.
• Diploma or University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
• Header, SSL/TLS), Cloud/Internet Security, Media Delivery Solutions and Hosting Infrastructure.
• Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry will be advantageous, ideally with direct exposure to troubleshooting technical issues.
• High degree of analytical and problem-solving skills.
• High degree of organization, attention to detail and an ability to multi-task.

Additional Information

• Hybrid mode
• Overtime claims
• On The Spot Award
• Long Service Award
• Leave encashment option
• Medical Insurance
• Wellness reimbursement
• Conveniently located within public transport