Technical Solution Engineer

eTeam; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading tech company in Kuala Lumpur is seeking a dedicated technical support representative to provide high-quality 24/7 service to customers of a cloud CDN. This role requires strong troubleshooting skills in web and networking issues, along with a diploma in a relevant field. Bilingual capabilities in English and Mandarin are essential, as well as the ability to manage multiple tasks in a fast-paced environment. Join a dynamic team committed to customer satisfaction and technical excellence.

Qualifications

• Experience in a customer-facing role within Cloud or Internet services industry.
• Required languages are English and Mandarin.
• Ability to work in rotating shifts.

Responsibilities

• Provide 24/7 technical support to customers of the CDN service.
• Coordinate problem resolution with cross-functional teams.
• Manage the resolution status for all support cases.

Skills

Troubleshooting complex web and networking issues

Analytical skills

Attention to detail

Organizational skills

Multitasking

Education

Diploma or University degree in Computer Science, Engineering, Information Technology, or related

Tools

Linux/UNIX

Cloud/Internet Security

Media Delivery Solutions

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.

Responsibilities & Qualifications

• 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.
• Diploma or University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
• Domain experiences desired: Linux/UNIX, Internet Technologies (TCP/IP, DNS, HTTP/HTTPS, HTTP 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.
• Required language(s): English and Mandarin.
• Must be able to work in rotating shifts.