Job Description


About the job

To be the focal point in providing high-quality 24/7 technical support to customers of CDN service, which is a large, distributed SaaS cloud offering in over 300 locations around the world.

Job Responsibilities

  • Served as first point of contact for our customers.

  • Providing 24/7 support to troubleshoot complex web and networking issues.

  • Collaborated with cross-functional teams to ensure incident-free operations.

  • Monitored and managed the resolution status of all support cases.

  • Ensuring adherence to SLA guidelines and accurate issues resolution.

  • Assessed customer needs to recommend upgrades or additional features.

  • Analyzed impacts on customer business and implemented mitigation strategic.

  • Documented knowledge obtained from each issue in a centralized location.

  • Other additional duties as required to support...

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