Main Duties and Responsibilities:
• Manage all Pre-sales engineers under the Technical Solution Engineering team.
• Assist the Head of SSEA Sales with overall Pre-sales team's operation tasks and streamlining pre-sales support capabilities.
• Be the local “Product Manager” of our solutions to improve the product and all other related business procedures. • Provide ongoing technical guidance and consultation to customers during the onboarding, post-onboarding, and deboarding stages.
• Manage the status of resolution for all support cases, ensuring issues are resolved accurately and promptly.
• Monitor customers’ subscribed services and online applications, whilst maintaining smooth performance and availability of our services.
• Facilitate incident responses and escalations to the 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 requirements on portal/system from stakeholders; figure out product prototype and PRD, cooperate with R & D and related stakeholders to implement the requirements.
Job Requirements:
• University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
• Minimum 5 years of relevant experience.
• Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry, ideally with direct exposure to troubleshooting technical issues.
• 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 the service delivery team.
• CDN and/or cloud security knowledge is highly preferred.
• Experience in Project Management (PM).
