The role is to manage Technical Solution Engineering team, including pre-sales and post-sales to deliver high quality service to customers externally and technical support to sales team internally.
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.
Main Duties and Responsibilitie
- Functionally manage all TSE engineers (30 staffs around) based in Malaysia and SSEA.
- Assist Head of SSEA Sales to lead in TSE's overall operation tasks and streamlining customers and sales support capabilities.
- Do as a technical expert and manager to communicate with customer's CTO/Director for key accounts, and to understand customers needs and output matched solutions.
- 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 customers subscribed services 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 and solution 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
- This position reports to the Head of SSEA Sales.
Minimum Requirements
- University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
- Minimum 10 years of relevant experience and 5 years team management experience.
- Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry, ideally with direct exposure to post-sales, pre-sales, or solution sales.
- 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.
- CDN and/or cloud security knowledge is highly preferred.
- Proficiency in Chinese is essential for effective communication with Chinese stakeholders
