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

• Malaysiansonly.

• 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