Head of SSEA Technical Solution Engineering Team

The role is to manage Technical Solution Engineering team, including pre-sales and post-sales to deliver high quality service to customers externally and technical support to sales team internally.

To be the focal point in provides high-quality technical support and advice to the stakeholders internally and externally, in facilitating establishment and usage of our services.

Drive the customer satisfaction, build a positive customer experience (CX) and quality solutions with our technology, enhanced services, and product development by providing feedback to the company.

Main Duties and Responsibilities F   unctionally manage all TSE engineers (30 staffs around) based in Malaysia and SSEA.

Assist Head of SSEA Sales to lead in TSE's overall operation tasks and streamlining customers and  sales support capabilities.

Do as a technical expert and manager to communicate with customer’s CTO / Director for key accounts, and to understand customers’ needs and output matched solutions.

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 customers’ subscribed services 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 and solution design documents to support POC via the establishment of trials and detail the implementation of our solutions.

Understand requirement on portal / system from stakeholder; figure out product prototype and PRD, cooperate with R & D and related stakeholders to implement the requirements.

Provide on-call support outside regular business hours as and when required This position reports to the Head of SSEA Sales.

Minimum Requirements Malaysians  only University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.

Minimum 10 years of relevant experience and 5 years team management experience.

Experience in a customer-facing role within a Cloud, Broadcast / Digital Media Delivery Industry, or Internet services industry, ideally with direct exposure to post-sales,  pre-sales, or solution sales.

Strong Customer-centric mindset to ensure customer good experience and empower customer loyalty.

Good communication and engagement skills to act as a bridge between customers and the backend of service delivery team.

CDN and / or cloud security knowledge is highly preferred.

Proficiency in Chinese is essential for effective communication with Chinese stakeholders About Us As a global-leading Content Delivery Network and Edge Service provider with over 20 years of experiences, CDNetworks delivers fully integrated cloud and edge computing solutions with unparalleled speed, ultra-low latency, rigorous security, and reliability.

From Fortune 500 companies to SMBs, our customers benefit from our diverse products and services including web performance, media delivery, enterprise applications, cloud security, and colocation services on a daily basis.

Founded in 2000, CDNetworks expanded over the years in a steady and solid manner to meet the needs of customers around the world.

We have 14 global offices and 10 R&D centres across continents, all unified with one simple goal – provide the fastest and most secure digital experiences for internet users around the world.

People being the most valuable assets of our company, we put great emphasis on each team member’s professional and personal growth.

We are looking for passionate individuals who are deeply committed to learning and growing with us in the long term and who are aggressively result-oriented in achieving both professional and personal development objectives.

Join CDNetworks to help improve the performance and security of our internet together!

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