Technical Support Engineer

About Us:

A leading global technology group, renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, mobile gaming, social media, and enterprise solutions, the organization supports millions of users and businesses worldwide. It emphasizes innovation, scalability, and security, making it a key player in driving digital transformation across various industries.

Key Responsibilities:

• Provide technical support and timely communication to customers using CDN and/or Security solutions
• Monitor system alerts, security events, service health, and performance issues across various enterprise products
• Perform basic configuration changes, troubleshooting, and initial incident assessment based on established procedures, SOPs, and runbooks
• Conduct initial investigation and triage of incidents before escalating complex issues to backend or specialist support teams
• Support the onboarding and configuration of applications, websites, and domains onto CDN and/or Security platforms
• Analyze HTTP/HTTPS traffic logs and security events to identify suspicious, abnormal, or potentially malicious activities
• Assist with basic troubleshooting of web traffic, DNS, SSL/TLS, and connectivity-related issues
• Maintain accurate operational documentation, incident records, troubleshooting notes, and shift handover reports
• Follow established incident response, escalation, and service management procedures to ensure timely resolution of customer issues
• Participate in shift rotations and on-call support when required

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Job Requirements

• Diploma or Bachelor's degree in Cybersecurity, Information Technology, Computer Science, Network Engineering, or a related field.
• 1–2 years of experience in Security Operations, Network Operations, Technical Support, NOC/SOC, or a related technical environment
• Basic understanding of: Web protocols: HTTP/HTTPS, cookies, headers, status codes, DNS and SSL/TLS, Web security fundamentals, including OWASP Top 10Basic networking concepts such as IP, TCP/IP, ports, and connectivity troubleshooting
• Familiarity with CDN, WAF, DDoS protection, or other web security solutions is an added advantage.
• Basic experience in analyzing logs, alerts, or security events is preferred.
• Strong willingness to learn and ability to follow established incident response, troubleshooting, and escalation procedures
• Good analytical and problem-solving skills with attention to detail.
• Able to work effectively in a shift-based operational environment and respond to incidents when required.
• Excellent communication skills in English and Chinese Mandarin languages (Billingual), both written and verbal, to support communication with customers and internal teams.

Working schedule:

• Shift 1: 9:00 AM – 5:00 PM — Work from office
• Shift 2: 5:00 PM – 1:00 AM — Work from home allowed
• Shift 3: 1:00 AM – 9:00 AM — Work from home allowed