Technical Support Engineer

Job Type: Full time

No experience required

Posted: About 1 month ago, from Jobstreet Malaysia

Responsibilities:

• 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 partners through tickets, telephone, email, and meetings.
• Troubleshoot, perform root cause analysis, and handle service tickets based on the SLA requirements and templates.
• Interface with engineering partners/on-site engineers to fulfill customer function and performance requests.
• 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.), managing audio & video multimedia protocol, CDN distribution acceleration, RTC, and other technologies.
• 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.

What We Are Looking For:

• Diploma and/or Degree in Computer Science, Information Technology, or equivalent.
• Required language(s): Mandarin (Speak, Write, Read) and English.
• Familiarity with cloud and networking. Coding languages such as Python and/or Golang (Go) would be an added advantage.
• Preferably basic Live Streaming relevant knowledge such as video and audio encoding/decoding, CDN, RTMP, real-time communication (WebRTC).