SSEA Technical Solution Engineer

CDNetworks Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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.

Job Responsibilities

• Served as first point of contact for our customers.
• Providing 24/7 support to troubleshoot complex web and networking issues.
• Collaborated with cross-functional teams to ensure incident-free operations.
• Monitored and managed the resolution status of all support cases.
• Ensuring adherence to SLA guidelines and accurate issues resolution.
• Assessed customer needs to recommend upgrades or additional features.
• Analyzed impacts on customer business and implemented mitigation strategic.
• Documented knowledge obtained from each issue in a centralized location.
• Other additional duties as required to support team and o...