Technical Solution/Support Engineer

Technical Solution/Support Engineer

Agensi Pekerjaan EPS Consultants Sdn Bhd
Kuala Lumpur
3-6 years
Not Specified

Job Description



Client Background: The global leader in content delivery network and cloud acceleration services with fully integrated Cloud Security DDoS protection and a web application firewall
Location: Jalan Ampang, Kuala Lumpur
Headcount: 4
Tenure: Permanent
Remuneration: Basic Salary + Allowance
Purpose of Job:
To be the focal point in provides high-quality technical support and advice to the stakeholders internally and externally, in facilitating establishment and usage of our services. Drive the customer satisfaction, build a positive customer experience (CX) and quality solutions with our technology, enhanced services, and product development by providing feedback to the company.
Responsibilities:
· Provide ongoing technical guidance and consultation to customers during onboarding, post-onboarding and deboarding stages.
· Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner.
· Monitor our customers’ websites and online applications, whilst maintaining smooth performance and availability of our services.
· Facilitate incident responses and escalations to Service Operations Team or other advanced support teams when necessary.
· Generate technical design documents to support POC via the establishment of trials and detail the implementation of our solutions.
· Understand requirement on portal/system from stakeholder; figure out product prototype and PRD, cooperate with R & D and related stakeholders to implement the requirements.
· Provide on-call support outside regular business hours as and when required.
Requirements:
· Diploma or University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
· At least 2-3 years of related working experience.
· Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry, ideally with direct exposure to troubleshooting technical issues.
· Strong Customer-centric mindset to ensure customer good experience and empower customer loyalty.
· Good communication and engagement skills to act as a bridge between customers and the backend of service delivery team.
· Abilities Required: -
o Strong understanding of Operating Systems (Linux/UNIX), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Internet Security, Media Delivery Solutions and Hosting Infrastructure (load balancers, firewalls, etc) is required.
o Experience with Cloud Architecture design, Edge Computing, Datacentre. Services/Solutions and Network Architecture are added advantage.
o Experience in Project Management (PM).
o Ability to converse in Mandarin to liaise with internal and external stakeholders.
· Other Features of the Job: -
o Familiarity with web programming languages or scripting languages e.g., Unix Script Programming (BASH) Python, PHP, HTML, C++, JavaScript.
o Willing to work beyond business hours as and when required

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