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Head of SSEA Technical Solution Engineering Team

Head of SSEA Technical Solution Engineering Team

CDNetworksKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Head of SSEA Technical Solution Engineering Team

CDNetworks Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia

Overview

The role is to manage the Technical Solution Engineering team, including pre-sales and post-sales to deliver high quality service to customers externally and technical support to the sales team internally. Acts as the focal point to provide high-quality technical support and advice to stakeholders, facilitate establishment and usage of services, drive customer satisfaction, and contribute to product development by providing feedback to the company.

Main Duties and Responsibilities

  • Functionally manage all TSE engineers (approx. 30 staff) based in Malaysia and SSEA.
  • Assist Head of SSEA Sales to lead TSE operations and streamline customer and sales support capabilities.
  • Serve as a technical expert and manager to communicate with customer CTO / Director for key accounts and understand customer needs to 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, maintaining smooth performance and availability of 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 trials and detail implementation of solutions.
  • Understand portal / system requirements from stakeholders; design product prototypes and PRD, cooperate with R&D and related stakeholders to implement requirements.
  • Provide on-call support outside regular business hours as required.
  • This position reports to the Head of SSEA Sales.

Qualifications

  • University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
  • Minimum 10 years of relevant experience and 5 years of 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 a positive customer experience and loyalty.
  • Good communication and engagement skills to bridge customers and the backend service delivery team.
  • CDN and / or cloud security knowledge is highly preferred.
  • Proficiency in Chinese is essential for effective communication with Chinese stakeholders.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

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    Buat amaran kerja untuk carian ini

    Head Of Engineering • Kuala Lumpur, Kuala Lumpur, Malaysia