Senior Customer Support Engineer

Who we are:

Digital Edge DC (Digital Edge) is a leading data center platform company, established to transform digital infrastructure in Asia. We seek to build the foundation for the world’s digital future, helping organizations to grow sustainably and empowering the populations they serve.

Through building and operating state-of-the-art, energy-efficient data centers rich with connectivity options, we bring new colocation and interconnect options to the Asian market, making infrastructure deployment in the region easy, efficient and economical. Backed by Stonepeak, a leading alternative investment firm specializing in infrastructure and real assets, Digital Edge has in excess of US$1.6 billion in committed capital.

Founded in late 2019, the company has grown rapidly across multiple markets in the region, with 30+ data centers in operations and under construction, and this role is an exciting opportunity to join the team as we further expand our footprint across Asia.

Our values:

• Respect: We embrace diversity and collaboration.
• Innovation: We share ideas and solve problems.  
• Strive: We are driven and determined.
• Excellence: We seek to deliver the best.   
• Responsibility: We do what’s right for our people and the planet.

What we need:

Sr. Customer Support Engineer is responsible for managing the day-to-day execution of Customer Care operations and ensuring the timely delivery of customer-facing services in accordance with SLAs and operational standards.

The role acts as the primary operational contact for customer requests, site access, shipments, remote hands services, and escalations, while ensuring service quality, operational readiness, and effective communication with stakeholders.

Additionally, this role provides frontline leadership to the Customer Care team, ensuring process adherence and fostering a customer-centric culture.

This role is based on-site at data centers in Chonburi, Thailand

Key responsibilities:

• Manage day-to-day Customer Care operations aligned with SLAs and procedures
• Oversee customer-facing services such as site access, shipments, and remote hands
• Monitor and resolve customer requests, incidents, and escalations
• Lead and support Customer Care team during assigned shifts
• Coordinate with Operations, Engineering, Facilities, and Security teams
• Support incident communication and escalation handling
• Track service performance and identify improvement opportunities
• Ensure compliance with operational policies and customer requirements
• Maintain accurate records and ensure proper shift handovers
• Promote a strong customer-centric culture within the team

Actively champion and implement the organization’s policies on health & safety, environment, energy, quality, information security, and business continuity, ensuring adherence to incident reporting, legal, and regulatory requirements.

The successful candidate:

• Bachelor’s degree in Business, IT, Engineering, or related field
• 3–5 years of experience in Customer Care, Service Delivery, or Operations
• Thai and Chinese language proficiency are mandatory for this role
• Experience in Data Center, Telecom, or similar environments is a plus
• Strong customer service orientation and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making capabilities
• Willingness to work in shifts, including weekends and holidays
• High attention to detail, professionalism, and integrity

Join us to shape the future of Digital Infrastructure in Asia. Apply now for a confidential career discussion.