CDNetworks is a global content delivery network with fully integrated Cloud Security DDoS protection and web application firewall. Our mission is to transform the Internet into a secure, reliable, scalable, and high-performing Application Delivery Network. CDNetworks accelerates more than 40,000+ websites and cloud services over a network of more than 200+ global PoPs in established and emerging markets including China and SEA. We have been serving enterprise customers for 15 years across industries such as gaming, finance, e-commerce, high tech, manufacturing, and media. CDNetworks offices are located in Singapore, the US, UK, South Korea, China, and Japan.
For more information, please visit: http://www.cdnetworks.com.sg.
OVERVIEW
We are seeking a driven and self-motivated Technical Customer Support Engineer to join our team. You are the primary interface on incoming client support issues, providing post-sales support to new and existing customers by ensuring prompt resolution to their service requests.
The ideal candidate should be a team player who enjoys interacting with people and has a ‘can-do’ personality. You should also be passionate about technology, detail-oriented and possess a knack for solving complex technical problems.
THE TEAM
The Technical Consulting Team is responsible for providing high-quality technical support and advice to global stakeholders, thereby facilitating the establishment of our services. You will work closely with our Global Service Delivery team to build a positive customer experience and deliver solutions that drive overall satisfaction with our technology.
A career in CDNetworks offers challenging work and various opportunities to develop your skills and grow to your fullest potential. Established support engineers can expect to advance their career in solutions architecture, sales, engineering, technical consulting or even transition into technical account management roles.
RESPONSIBILITIES
As a Technical Customer Support Engineer, you will act as the main point of contact regarding technical issues, providing high-quality technical support and facilitating implementation activities following a customer sale.
Duties include, but are not limited to the following:
- Providing ongoing technical support to customers during onboarding, post-onboarding and deboarding stage.
- Manage support cases and ensure all issues are resolved in a timely manner.
- Monitor and maintain performance and availability of our services.
- Facilitate incident responses and escalations to advanced support teams when necessary.
- Document troubleshooting and problem resolution steps.
- Generate technical design documents to support POC via the establishment of trials and detail the implementation of our solutions.
- Provide on-call support outside regular business hours as and when required.
REQUIREMENTS
- University degree in Computer Science, Computer Engineering, Information Systems or related discipline.
- Experience in a customer-facing role within a high-tech industry, ideally with direct exposure to troubleshooting technical issues.
- Basic understanding of Operating Systems (Linux), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Cyber Security and Hosting Infrastructure (load balancers, firewalls, etc) is highly desired.
- Strong communication skills in order to act as a bridge between customers and the service delivery team.
- Willing to work beyond business hours as and when required.
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- Company:
CDNetworks Singapore - Designation:
Technical Customer Support Engineer - Profession:
IT / Information Technology - Industry:
Computer and IT