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Telesign
Telesign exists to make the digital world a more trustworthy place for everyone.
Marina del Rey, CA, USA
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Jobs//Marina Del Rey & Playa Vista//Customer Success//

Customer Support Engineer, APAC

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LOCATION: MALAYSIA (REMOTE)


We are looking to hire a Customer Support Engineer as part of Telesign’s Technical Support team. The Customer Support Engineer role works with our customers as well as with our internal teams on troubleshooting issues from initial detection to resolution, and escalating issues in a timely manner when appropriate. The Technical Support Team is working cross-functionally with other Telesign teams, and employs a customer-centric oriented approach to improve the quality of the service that Telesign provides.


Key responsibilities:
• Identify, clarify, and resolve general and specific customer impacting problems over Emails and Chat Apps
• Provide professional, useful, and complete advice, training, and responses.
• Learn, apply, and articulate Telesign’s products, services, and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes.
• Drive increased customer satisfaction by exceeding expectations.
• Provide responsive support in line with company service levels and proper handling.
• Maintain accurate account information and settings in proprietary systems.
• Alerting and Communication – Internal and External.
• Provide additional monitoring after alerted by responsible Telesign department.
• Evaluation and feedback on operational procedures/processes to ensure efficiency and security.
• Maintain and expand technical knowledge across Telesign products and services, tools, and processes.
• Contribute to and maintain technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization.
• Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues.

Essential Requirements:
• 2-3 years’ experience in a mid or high-level customer facing role.
• Fluent in English and Mandarin, excellent verbal and written as role requires supporting clients in North Asia. 
• Fast Learner.
• High level of responsibility.
• Team orientated.
• Strong problem-solving skills and analytical skills; logical and critical thinking.
• Strong Customer care and focus.
• Positive attitude and results-driven motivation.
• Ability to translate technical knowledge and concepts to non-technical people.
• Strong ability to prioritize and multi-task in a fast-paced environment.
• Attention to detail.
• MS Office package - relevant knowledge.
• Experience with customer support and escalation process over multiple channels – Emails, Chat apps

Preferred Qualifications:
• Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python …
• Familiarity with Salesforce ticketing systems (” Service cloud”), Atlassian tools (JIRA, Status Page), ”Kibana”, ”Grafana”, “Confluence”- will be treated as advantage.
• Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

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Taris Mullins
Senior Manager of Culture, Diversity, Inclusion and Talent Management
A STRONG DEI ROADMAP
Integrating equity principles into the whole organization
“Ensuring that DEI is embedded in the systems, structures, ways of working, values, and culture of the organization is a business imperative,” Taris Mullins said. As head of DEI, he accomplishes this by prioritizing employee voices. With team insight and feedback, Mullins helped create and implement Telesign’s impressive DEI roadmap. Their plan touches every part of the company, from auditing their recruitment and engagement processes to the founding of ERGs. They’ve even spearheaded the formation of a global culture and inclusion work group with a direct line to leadership.
“Ensuring that DEI is embedded in the systems, structures, ways of working, values, and culture of the organization is a business imperative,” Taris Mullins said. As head of DEI, he accomplishes this by prioritizing employee voices. With team insight and feedback, Mullins helped create and implement Telesign’s impressive DEI roadmap. Their plan touches every part of the company, from auditing their recruitment and engagement processes to the founding of ERGs. They’ve even spearheaded the formation of a global culture and inclusion work group with a direct line to leadership.
I found particularly inspiring not only the zeal folx approached this new opportunity with but also the wealth of ideas and insights the group has brought forward.
Bella Simon
Key Account Director of Sales
EMPHASIS ON TEAM
Teamwork, not competition, drives this sales team
Rather than the competitive culture that’s common in sales, Bella Simon was surprised and pleased at the collaborative nature of Telesign’s sales team. “It’s so refreshing to be part of a team with a communal goal: helping customers provide a safe online experience for their end users,” Simon said. This team-first mentality has tangible business benefits; working together allows salespeople to learn from each other and apply that knowledge to their work with customers. That mentality extends outside of sales, too. The team works across departments to continue leveling up.
Rather than the competitive culture that’s common in sales, Bella Simon was surprised and pleased at the collaborative nature of Telesign’s sales team. “It’s so refreshing to be part of a team with a communal goal: helping customers provide a safe online experience for their end users,” Simon said. This team-first mentality has tangible business benefits; working together allows salespeople to learn from each other and apply that knowledge to their work with customers. That mentality extends outside of sales, too. The team works across departments to continue leveling up.
We’re supported by an incredible team of Telesigners, including product, customer success, data science, routing — the list is endless. Every day is a true demonstration of #TelesignTogether.
Anson Lee
Director of Product Management
THOUGHTFUL INNOVATION
Keeping the focus on providing value
The top priority for Anson Lee and his product team is to provide value for Telesign’s customers. Product managers constantly brainstorm and provide feedback to one another to make sure every step they take is for the customer’s benefit. That’s how the product team is accomplishing their recent ambitious project: Putting some of their solutions into the cloud to make them more accessible to users. Cloud implementation requires thoughtful work and creativity to rebuild the solutions on a new framework and develop new deployment processes, but the product team is more than up to the task.
The top priority for Anson Lee and his product team is to provide value for Telesign’s customers. Product managers constantly brainstorm and provide feedback to one another to make sure every step they take is for the customer’s benefit. That’s how the product team is accomplishing their recent ambitious project: Putting some of their solutions into the cloud to make them more accessible to users. Cloud implementation requires thoughtful work and creativity to rebuild the solutions on a new framework and develop new deployment processes, but the product team is more than up to the task.
We always ask the following: What value are we delivering? Are we able to explain how the newest product or innovative new technology helps solve our customers’ pain points and use cases?

What are Telesign Perks + Benefits

Telesign Benefits Overview

Telesign’s global HQ is located just steps from the beach and provides breathtaking views of the Pacific Ocean, Santa Monica Mountains and the Hollywood sign. Perks include a collaborative environment with a flexible work schedule and flexible PTO. Telesign provides its employees the chance to grow their career at the cutting edge of digital identity at one of Silicon Beach’s fastest growing tech companies.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Summer hours
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
View full list of perks + benefits
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