We're seeking a bilingual (Chinese-English) Technical Solution Engineer with exceptional communication skills and a strong sense of ownership and customer success. If you're passionate about solving problems, building relationships, and playing a key role in the CDN/cloud industry, this role is for you.
You will become an integral part of a customer-facing team supporting CDNetworks Inc.s global SaaS CDN services, deployed across 300+ locations worldwide. You will work closely with product teams, pre-sales, and account stakeholders, and serve as both technical support and trusted account advisor to our customers.
Key Responsibilitie
- sServe as the primary point of contact for assigned customer accounts, ensuring exceptional service and responsiveness
- .Take full ownership of customer relationships, acting as both a Technical Support Engineer and Account Manager
- .Identify customer needs, pain points, and upsell/cross-sell opportunities, collaborating with sales and product teams to drive account growth and retention
- .Provide timely and accurate resolution of technical issues, coordinating across cross-functional teams to ensure seamless problem resolution
- .Proactively track, document, and communicate the status of customer cases, ensuring no issue is left unresolved
- .Educate customers on product features, best practices, and recommended configurations
- .Be responsible for billing coordination, ensuring accuracy and timely delivery of invoices
- .Stay informed of evolving CDN and cloud technologies to effectively advise customers
- .Be available for on-call support as needed during assigned shifts
- .Undertake other duties as necessary
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Requiremen
- tsFluent in both Chinese and English (spoken and written
- ).Able to accept long-term overseas business trips, with travel time for more than 50
- %.Ability to work 8-hour shifts with potential on-call rotatio
- nsDegree in Computer Science, IT, or related fiel
- d.Demonstrated ability to own customer relationships and provide both technical and consultative suppor
- t.Internship or work experience in IT support, networking, or customer-facing tech roles preferre
- d.Basic understanding of CDN, DNS, HTTP, DDoS, TCP/IP, and related networking concept
- s.Familiarity with Linux systems and networking tools/troubleshooting basic
- s.A proactive, solution-oriented mindset with the desire to grow in both technical and customer success role
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