Deskripsi Pekerjaan
Are you a technical expert with a passion for client success? CDNetworks is looking for a Strategic Account Support Engineer to join our team in the heart of Kuala Lumpur. As a global leader in content delivery and edge computing, we empower businesses to provide seamless digital experiences. In this role, you will act as the primary technical partner for our key accounts, bridging the gap between complex infrastructure challenges and high-level business goals.
You will be responsible for providing deep-dive technical support, proactive system monitoring, and strategic guidance to ensure our clients derive maximum value from our solutions. If you thrive in a fast-paced environment and have a knack for troubleshooting and relationship building, we want to hear from you. You will play a critical role in maintaining high system reliability and fostering long-term customer loyalty.
Tanggung Jawab
- Serve as the dedicated technical point of contact for strategic accounts, ensuring high-priority issues are resolved promptly.
- Perform proactive health checks and performance monitoring of client infrastructures to prevent service disruptions.
- Coordinate with internal engineering and product teams to address complex technical incidents and feature requests.
- Provide detailed post-incident reviews and technical recommendations to optimize client network performance.
- Maintain comprehensive documentation of client configurations and support interactions in the CRM.
- Lead onboarding and training sessions for new strategic clients to ensure seamless platform adoption.
- Participate in technical deep-dives to assist clients with security configurations, DDoS protection, and edge performance tuning.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 2-4 years of experience in technical support, account management, or systems engineering.
- Strong understanding of Web Technologies, HTTP/HTTPS, DNS, SSL/TLS, and Cloud Infrastructure.
- Experience with Content Delivery Networks (CDN) or cloud-based security solutions is highly preferred.
- Excellent analytical, problem-solving, and communication skills in English.
- Proven ability to manage high-stakes client relationships and work under pressure.
- Experience with log analysis tools and network troubleshooting protocols (TCP/IP, Traceroute, etc.).