CDNetworks – Technical Customer Support Engineer

OVERVIEW

Are you keen on embarking on a technical support role where you will be the primary point of contact in helping our customers ensure seamless performance of their business critical applications? Do you have a desire to develop your skills in technical consulting and play a crucial role as an advocate of our solutions to regional organisations?

We are seeking a driven and self-motivated Technical Customer Support Engineer to join our team.

You will be the primary interface on complex technical support issues, working closely with our customers and the Service Operations team responsible for maintaining our global network. You will also facilitate implementation activities following a customer sale, and provide technical guidance to new and existing customers by ensuring prompt resolution to their service requests.

You 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

internal and external stakeholders, thereby facilitating the smooth establishment and usage of our services. You will work closely with our Global Service Operations team to build a positive customer experience and deliver solutions that drive overall satisfaction with our technology. You will also communicate customer requirements and feedback to the company, so as to drive enhanced services and future product development.

A career in CDNetworks offers challenging work and various opportunities to develop your skills and grow to your fullest potential.

Established Customer Support Engineers can expect to advance their career in pre-sales roles that enable them to utilise their strong technical experience to drive new customer acquisitions for the organisation in partnership with our Sales team. This includes Sales Engineering, Solutions Architecture and Technical Consultancy positions

RESPONSIBILITIES

• Provide ongoing technical guidance and consultation to customers during onboarding, post-onboarding and deboarding stages.
• Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner.
• Monitor our customers’ websites and online applications, whilst maintaining smooth performance and availability of our services.
• Facilitate incident responses and escalations to Service Operations Team or other advanced support teams when necessary.
• 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 Technology, Internet Security or related discipline.
• Experience in a customer-facing role within a Cloud or Internet services industry, ideally with direct exposure to troubleshooting technical issues.
• Strong understanding of Operating Systems (Linux), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Internet Security and Hosting Infrastructure (load balancers, firewalls, etc) is required.
• Familiarity with web programming languages e.g. Python, HTML, C++, Javascript
• 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.

We welcome both experienced and junior candidates. Lack relevant experience? If you have worked in systems engineering roles or data centre, web hosting and web development companies, we would like to hear from you as well!