EMEA Technical Solution Engineer

About the job

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

• Served as first point of contact for our customers.
• Providing 24/7 support to troubleshoot complex web and networking issues.
• Collaborated with cross-functional teams to ensure incident-free operations.
• Monitored and managed the resolution status of all support cases.
• Ensuring adherence to SLA guidelines and accurate issues resolution.
• Assessed customer needs to recommend upgrades or additional features.
• Analyzed impacts on customer business and implemented mitigation strategic.
• Documented knowledge obtained from each issue in a centralized location.
• Other additional duties as required to support team and operational goals

Job Requirements

• Malaysians only.
• Must be able to work in 12-hours-rotating shifts.
• Bachelor's Degree in Information Technology, Computer Engineering or related field.
• Good understanding of Internet protocols, Linux, and CDN concepts.
• Experienced in system engineering / IT support / enterprise technical support would be an added advantage.
• 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 written and spoken. Mandarin written and/or spoken is plus.

Additional Information:

• Shift allowance
• Overtime claims
• On The Spot Award
• Long Service Award
• Leave encashment option
• Birthday gift vouchers
• Medical Insurance
• Wellness reimbursement
• Conveniently located within public transport