Customer Success Engineer

• A fast-growing regional technology solutions provider specializing in enterprise infrastructure and AI Data Centre (AIDC) solutions.
• Operating across 11 entities in the Asia-Pacific region, serving both traditional enterprise customers and emerging AI infrastructure clients.
• Currently expanding its delivery capabilities and transitioning from traditional IT infrastructure solutions towards next-generation AI infrastructure projects.
• Offers regional project exposure across multiple markets, with opportunities to work alongside international customers, vendors and engineering teams.

Project/Goal:

• Provide IT infrastructure and network support to enterprise customers, with opportunities to gain hands-on exposure to project implementation.
• The role is approximately 60% customer support and 40% project involvement.

Key Responsibilities:

• Handle L1 customer support remotely and on-site, including troubleshooting, ticket management and issue escalation.
• Perform infrastructure maintenance and preventive maintenance for enterprise customers.
• Assist senior engineers with project implementation, deployment and testing.
• Maintain customer support records and ensure timely issue resolution.
• Reports directly to the Team Lead.
• Works alongside senior L2/L3 engineers, escalating complex technical issues when necessary.
• Opportunity to develop technical capabilities through customer support and project exposure.

Skills Requirements:

• 2 to 3 years of experience in IT infrastructure support, network support or a related technical role.
• Good foundational knowledge of Linux, LAN, wireless and firewall technologies.
• Basic troubleshooting skills and familiarity with network infrastructure, preferably with Fortinet exposure.
• Good communication skills and a customer-oriented mindset.
• Positive attitude, willingness to learn and adaptability when handling new technical challenges.
• Willing to travel overseas and undertake extended on-site assignments when required.

Technical Competencies:

• Linux
• LAN and wireless networking
• Firewall fundamentals
• IT infrastructure troubleshooting and support

Good to Have:

• Cisco, Fortinet or Palo Alto certifications.
• Exposure to enterprise network implementation and configuration.

Work Location:

• Based in KL, remote working arrangements with overseas travel and outstation assignments required.
• Must be comfortable with extended on-site assignments of 1 to 2 months or longer, depending on project requirements.
• Flights, hotel accommodation and country-based daily allowances are provided for overseas assignments.