CDNetworks is one of the leading content delivery network (CDN) services provider, enabling Asian and global multinational corporations to accelerate their digital content with cloud computing technology. CDNetworks’ suite of services include a fully integrated Cloud Security DDos protection and a Web Application Firewall.
We accelerate more than 40,000 global websites and cloud services across a network of 160 PoPs in more than 99 cities. With offices in the US, UK, South Korea, China, Japan and Singapore, we have been serving enterprise customers for over 15 years across industries such as gaming, finance, e-commerce, manufacturing and media.
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.
- Strong understanding of Operating Systems (Linux), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Cyber Security and Hosting Infrastructure (load balancers, firewalls, etc) is required.
- 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.
Related Job Searches:
- Company:
CDNetworks Singapore - Designation:
Technical Customer Support Engineer - Profession:
IT / Information Technology - Industry:
Computer and IT