Technical Support Team Lead (Cloud/Security)

Sangfor Technologies Malaysia; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Sangfor Technologies Malaysia is seeking an experienced security operations team lead to own service quality and operational excellence in the security domain.

You will drive escalation handling, knowledge sharing, and collaboration with R&D and Product to improve maintainability of security products. Strong leadership and bilingual communication are essential for success.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Network Engineering, Cybersecurity, Cloud or related field is preferred.
• 5+ years in technical support / TAC / customer support engineering with leadership experience.
• Strong technical background in networking, security, virtualization, cloud, and enterprise IT troubleshooting.
• Proven experience handling escalations, incidents, or major customer-impacting issues with risk control.
• Strong customer advocacy mindset balancing technical realities, resources, and expectations.
• Ability to manage team operations using service metrics (response SLA, backlog, aging cases, escalation rate, reopen rate, customer satisfaction).
• Strong cross-functional collaboration with R&D, Product, Sales, and internal stakeholders to resolve issues.
• Coaching and people development including performance management and mentoring.
• Excellent written and verbal communication in English and Chinese for customers and senior management.
• Ability to lead under pressure and maintain execution quality in fast-paced environments.
• Strong mindset for service design, workflow optimization, automation, AI-assisted operations, knowledge management, or ITIL practices.
• Industry certifications such as CCNP, CISSP, CCSP, ITIL, PMP, VCP, AWS/Azure are a plus.

Responsibilities

• Take ownership of service quality and operational excellence in security, including process optimization, SLA achievement, backlog management, and customer satisfaction.
• Drive knowledge accumulation and experience sharing within the team; explore AI-enabled efficiency improvements for issue handling.
• Lead handling of major escalations, high-risk customer issues, and critical complaints in Cloud or security domains with controlled processes and clear communication.
• Coach and develop engineers in security to improve team capability and performance through structured feedback and development planning.
• Collaborate with R&D and Product to drive long-term maintainability improvements for security products.
• Mitigate risk and ensure timely incident response and service recovery for customer-impacting issues.
• Maintain transparency and communication with customers and stakeholders during escalation.
• Monitor service metrics (response SLA, backlog, aging, reopen rate, escalation rate, customer satisfaction).
• Foster cross-functional collaboration to resolve complex issues and improve supportability.
• Engage in performance management, mentoring, and talent growth planning for team members.
• Communicate effectively in English and Chinese with customers and internal teams.
• Lead under pressure in a fast-paced, high-escalation environment.
• Drive continuous process improvements and knowledge sharing across the team.

Skills

Leadership

Security expertise

Networking

Cloud

Troubleshooting

Communication

Coaching

Cross-functional collaboration

Process improvement

Knowledge management

Education

Bachelor’s degree

Job description

1. Take ownership of the team’s service quality and operational excellence in the security domain, including process optimization, SLA achievement, backlog management, and customer satisfaction.

2. Drive knowledge accumulation, case review, and experience sharing within the team, and explore AI-enabled efficiency improvement approaches to enhance issue handling effectiveness.

3. Lead the handling of major escalations, high-risk customer issues, and critical customer complaints in the Cloud or security domain, ensuring the handling process is controlled, the rhythm is clear, communication is transparent, and risks are manageable.

4. Coach and develop engineers in the security domain, improving team capability and employee achievement through structured feedback and development planning.

5. Build close collaboration with R&D and Product teams to drive long-term maintainability improvements for security products.

Requirements

1. Bachelor’s degree or above in Computer Science, Information Technology, Network Engineering, Cybersecurity, Cloud or related fields is preferred.

2. 5+ years of experience in technical support / TAC / customer support engineering, with at least 1–3 years of leadership, team lead, or people management experience preferred.

3. Strong technical background in networking, security, virtualization, cloud, and enterprise IT troubleshooting, with the ability to guide teams on complex or high-severity issues.

4. Proven experience in handling escalations, critical incidents, or major customer-impacting issues, with strong judgment in prioritization, risk control, and service recovery.

5. Strong customer advocacy mindset, with the ability to balance technical reality, internal resource constraints, and customer expectations in a professional and effective way.

6. Demonstrated ability to manage team operations using service metrics such as response SLA, backlog, aging cases, escalation rate, reopen rate, and customer satisfaction.

7. Strong cross-functional collaboration skills, with experience working closely with R&D, Product, Sales, and other internal stakeholders to resolve complex issues and improve supportability.

8. Strong coaching and people development capability, including performance management, feedback conversations, mentoring, capability assessment, and talent growth planning.

9. Excellent written and verbal communication skills in both English and Chinese, with the ability to communicate effectively with customers, senior management, and cross-functional teams.

10. Ability to lead under pressure, manage ambiguity, and maintain execution quality in a fast-paced and high-escalation environment.

11. Strong process improvement mindset, with experience or strong interest in service design, workflow optimization, automation, AI-assisted operations, knowledge management, or ITIL-based practices.

12. Industry certifications such as CCNP, CISSP, CCSP, ITIL, PMP, VCP, AWS/Azure certifications, or equivalent are a plus.