Technical Support Engineer

Our global client provides multimedia video cloud to world-wide users. Its video cloud is one of the world’s largest and leading video platforms, providing media storage, transcoding and streaming services. Our client is committed to building the next generation video processing platform and the largest live broadcast network to provide an excellent experience for billions of users around the world. This role requires in-depth understanding of the video cloud business architecture, helping internal / external business parties to deepen product awareness, promote product optimization, and output the best solution in combination with product capabilities. Hence, you will be working closely with client’s global video cloud RandD and engineering team to promote continuous optimization of products, tools, and processes. Job Responsibilities -Responsible for the design and development of video cloud-based solutions. -Responsible for the Video Cloud Computing Technical Support. -React and respond to automated alarms and perform necessary troubleshooting / analysis. -Perform necessary on-call escalation for further investigation. -Provide technical and solution support to customers and partner through tickets, telephone and / or meeting. -Troubleshoot, perform root cause analysis. Handle service tickets based on the SLA requirements and templates. -Interface with engineering partner / on-site engineer to fulfil customer function and performance request. -Develop service FAQs and cases periodically based on service requirements and share with others. -Responsible for networking fundamentals and protocols (e.g., DNS, TCP / IP, HTTP / HTTPS, REST API, etc.), by managing audio and video multimedia protocol, CDN distribution acceleration, RTC and other technologies. -Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process. -Perform work with cloud technologies such as Alibaba, AWS, Azure, GCP to cope with video live streaming technologies. -Responsible for collaborating with developers and solving the problems encountered by developers during integration with video cloud services as well as the quality issues in the production service process. -Organize structural learning points and consolidate developer handbook to form a common knowledge base for the solution team. [Apply now at https : / / my.hiredly.com / jobs / jobs-malaysia-bytecenture-consulting-sdn-bhd-job-technical-support-engineer-0]

• Bachelor’s degree or above in Computer Science or other related majors, with solid fundamental computer science knowledge, strong logical thinking and learning abilities, and understanding of software design patterns. -Required language(s) : Mandarin (Speak, Write, Read), and English. -Good professional accomplishment and self-drive, strong technical enthusiasm, able to continue learning and self-improvement. -Having excellent data analytical skills, issue identification ability, with prior experience in full-chain data collation and data-related tools. -Good knowledge of networking fundamentals and protocols (e.g., TCP / IP, HTTP / HTTPS, etc.). Familiar with audio and video multimedia protocol, CDN distribution acceleration, RTC and other technologies is preferred. -Experience in project management, video cloud related experience or enterprise integration experience is preferred. -Familiarity with cloud technologies such as Alibaba, AWS, Azure and short-form video life streaming technologies would be a strong advantage.