Technical Support Engineer

Location: Bangsar South, Kuala Lumpur (Onsite)

Company Overview

We are a dynamic and innovative technology company committed to delivering cutting-edge cloud computing solutions that empower businesses to achieve digital transformation. We foster a collaborative and growth-oriented environment where our team members can expand their expertise and thrive in a fast-paced industry.

Position Summary

We seek skilled Technical Support Engineers (Level 1 and 2) to join our technical operations team. In this role, you will be responsible for maintaining our cloud platforms' stability, security, and performance. This critical position requires a deep understanding of cloud technologies and a proactive approach to problem-solving.

Key Responsibilities

1. 24/7 Cloud Platform Support.
Provide clients with timely and professional technical support through various channels, including after-sales IM groups, phone support, and ticketing systems. Ensure issues are addressed promptly to minimize client downtime.

2. Troubleshooting and Performance Tuning.
Analyze and resolve issues related to networks, load balancing, content acceleration, servers, storage, and databases. Utilize your expertise in Linux system management and TCP/IP protocols to optimize performance and troubleshoot complex problems.

3. High-Impact Problem Resolution.
Identify and prioritize urgent client issues, escalating to prevent or minimize business impact. Document common problems and their solutions to enhance the knowledge base and improve first-contact resolution rates.

4. Continuous Improvement.
Stay updated with the latest in cloud computing technologies and trends. Regularly review and improve operational processes and tools to enhance efficiency and service delivery.

5. Knowledge Sharing and Documentation.
Actively contribute to the development and maintenance of internal knowledge bases. Summarize and document new solutions to frequently encountered issues for future reference.

Candidate Requirements

1.  Experience
1.1  Level 1: 1 year in cloud operations and maintenance.

1.2  Level 2:  5+ years in cloud operations, including leadership or advanced troubleshooting roles.

2. Technical Skills
2.1   Proficiency in cloud computing technologies and platforms.

2.2  Strong knowledge of Linux systems, TCP/IP, DNS, LB, CDN, DB, and security protocols.

2.3  Hands-on experience with audio/video SDKs, big data, AI, TCE, containers, or related technologies is a plus.

3.  Certifications
3.1  A degree in IT.
3.2  TCA Cloud Operations and Maintenance Engineer certification is required.

4.  Soft Skills
4.1  Excellent communication and presentation skills.

4.2  Strong logical thinking, problem-solving abilities, and resilience under pressure.

4.3  A service-oriented mindset with a strong sense of responsibility and teamwork.

Language Requirements

1.  Proficiency in English and Chinese.

2.  Understanding of Japanese or Korean is a plus.

Perks and Benefits

1.  5-Day Work Week
Enjoy a healthy work-life balance with our Monday to Friday schedule.

2.  Life Insurance
Comprehensive coverage to give you and your family peace of mind.

3.  Performance Bonus
Rewarding exceptional work with performance-based bonuses.

4.  Overseas Company Trips
Join us on exciting company-sponsored trips abroad as part of our team-building initiatives.

5.  Additional Benefits
We offer a supportive work environment with opportunities for professional growth and development.

Why Join Us?

This role offers the opportunity to work on leading-edge technologies in a rapidly growing company that values innovation and teamwork. You will be part of a supportive team that is passionate about cloud technology and dedicated to delivering outstanding service to our clients.

If you're ready to take on this challenging role and contribute to a forward-thinking company, we encourage you to Apply Today