Customer Solutions Engineer (Mandarin/Cantonese)

TL;DR

Customer Solutions Engineer (Mandarin/Cantonese): Building and optimizing customer success and expansion for Enterprise customers by leveraging hirify.global's platform and providing technical advisory. Focus on understanding complex customer requirements, solving technical problems related to internet infrastructure, and ensuring product value and retention.

Location: Hybrid (Kuala Lumpur, Malaysia)

Company

hirify.global is a large-scale technology company running one of the world's largest networks, providing security and performance solutions for millions of websites and Internet properties.

What you will do

• Serve as a trusted technical advisor to Enterprise customers, helping to expand existing business and ensure success.
• Deliver timely onboarding for customers and ensure they see the full value in hirify.global's products.
• Advise on technical best practices and collaborate with other teams to assist with technical escalations.
• Participate in periodic account reviews and build relationships to promote customer retention and expansion.
• Proactively identify opportunities for expansion and communicate any product or feature gaps.
• Contribute to the CSE organization's success through knowledge-sharing activities and documentation.

Requirements

• Fluency in English and Mandarin is required.
• 5+ years of prior post-sales customer relationship management experience.
• Deep understanding of how the internet works, including OSI model layers and protocols (TCP/IP, TLS, DNS, HTTP).
• Knowledge of security aspects of an internet property such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, and Zero Trust.
• Understanding of performance aspects like Speed, Latency, Caching, Video Streaming, HTTP/2, and TLSv1.3.
• Demonstrated experience with a scripting language (e.g., Python, JavaScript, Bash).
• Ability to manage projects, work to deadlines, and prioritize competing demands.
• Requires 20-50% travel to attend meetings, conferences, and collaborate with teammates.

Nice to have

• Understanding of, or experience with, regulatory requirements such as PCI DSS, HIPAA, and SOC-2.

Culture & Benefits

• Be part of a mission to build a better and more secure Internet.
• Join a diverse and inclusive team that values continuous development and learning new skills.
• Opportunity to contribute to initiatives like Project Galileo, Athenian Project, and the 1.1.1.1 public DNS resolver.
• Work with cutting-edge internet technology and be viewed as a subject-matter expert.