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Technical Support Engineer (客戶管理暨技術支援工程師)

Technical Support Engineer (客戶管理暨技術支援工程師)
Description:

We aim to find and develop ambitious candidates who aim to become an expert in this field. We offer the well-rounded on-the-job training program to cultivate talents become a professional Technical Support Engineer who can provide professional suggestions, and be an accountable consultant to our clients for their Asia-Pacific facing business.


Currently, our clients are several multinational industries. Most of them are publicly traded gaming companies. They run live platforms for Desktop and Mobile which involve real-time streaming video and RNG games. We also provide services to the E-commerce industry who wants to develop their business in Asia.


Our ideal candidate has a good base of technical skills, cross-functional and customer-facing communication skills, who is able to speak and write at a conversational level in both Mandarin Chinese and English. He or she is excited to get in on the ground level of a new and exciting software business.

Key Responsibilities:
  • Troubleshooting and Resolution

  • Alarm Handling and Escalation

  • Client Interaction

  • Documentation and Reporting

Technical Skills required:

Must Have:

  • Experience with commercial CDN’s and monitoring technologies.
  • Experience with cloud infrastructures like AWS, GCP, and other cloud platforms.
  • Capable to manage, monitor, and support for our clients’ network infrastructure, servers and services.
  • Monitor our clients’ services and respond to graph/log anomalies, system alerts.
  • Follow up proactively with internal or external parties for issue resolution progress.
  • Knowledge about CDN configuration and operations.
  • Knowledge of HTTP, TLS, and SSL.
  • Knowledge of TCP/IP and DNS protocols.
  • Summarize and report on monitored systems for service improvement.
Bonus Points:

  • Background in Linux / Unix Administration.

  • Able to automate processes and workflows via Shell, Python, or similar scripting languages.

  • Experience with build and release automation.

  • Experience with Network and Synthetic monitoring systems, gathering metric. collection, visualization, including trend statistical analysis.

  • Experience building and administering LAMP or distributed web applications, and related open-source software.


Soft Skills required:
  • Conversational in both English (equivalent to TOEIC 650) and Chinese.
  • Identify issues according to SOPs and experience, accelerate identified issues for resolution when necessary.
  • Good troubleshooting skills to break down complex issues and find the root cause on system issues.
  • Problem-solving skills. Able to understand requirements and constraints from both sides of integration.
  • Ambition. There will be many opportunities to improve this process and expand the role and team in the coming months. We want somebody who is excited to build a business with us.
  • Self-motivation. Able to work unsupervised.