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

As a global-leading Content Delivery Network and Edge Service provider with over 20 years of experiences, CDNetworks delivers fully integrated cloud and edge computing solutions with unparalleled speed, ultra-low latency, rigorous security, and reliability.

From Fortune 500 companies to SMBs, our customers benefit from our diverse products and services including web performance, media delivery, enterprise applications, cloud security, and colocation services on a daily basis.

Founded in 2000, CDNetworks expanded over the years in a steady and solid manner to meet the needs of customers around the world. We have 14 global offices and 10 R&D centres across continents, all unified with one simple goal – provide the fastest and most secure digital experiences for internet users around the world.

People being the most valuable assets of our company, we put great emphasis on each team member’s professional and personal growth.

We are looking for passionate individuals who are deeply committed to learning and growing with us in the long term and who are aggressively result-oriented in achieving both professional and personal development objectives.

Join CDNetworks to help improve the performance and security of our internet together!