Source description
About the role
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. Main Duties and Responsibilities
• Be the first point of contact for our customers with troubleshooting complex web and networking issues 24/7.
• Work closely with cross-functional teams to coordinate problem resolution.
• Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner.
• Evaluate customer needs to suggest upgrades or additional features.
• Record and maintain knowledge collected from each issue in a central location.
• Other duties as required. Minimum Requirements
• Diploma or University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
• Domain experiences desired: Linux/UNIX, Internet Technologies (TCP/IP, DNS, HTTP/HTTPS, HTTP Header, SSL/TLS), Cloud/Internet Security, Media Delivery Solutions and Hosting Infrastructure
• Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry will be advantageous, ideally with direct exposure to troubleshooting technical issues.
• 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 and Mandarin.
• Must be able to work in rotating shifts. Job type: Direct Placement Experience level: 2 Years Division: eTeam Malaysia Reference: 23-00477
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