Customer Solutions Engineer

Ocho People; Belfast City District; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Healthcare

Insurance cover

Pension

Share scheme

Flexible holidays

Job summary

Ocho People is seeking a Customer Solutions Engineer in Belfast to blend customer support with deep product expertise for networking hardware and software. You’ll troubleshoot, demo, train customers and work with developers to fix issues.

The role requires strong networking fundamentals, analytical problem-solving, and the ability to explain complex concepts clearly to customers and colleagues. Expect occasional international travel.

Qualifications

• Strong networking fundamentals (Ethernet, packet flows, network design).
• Analytical troubleshooting approach.
• Able to explain technical details to engineers, sales and customers.
• Curiosity to master new products and technologies.
• Technical degree or equivalent hands-on experience.
• Background in support/engineering roles is advantageous.
• Routing and switching experience is a plus.
• Experience with network performance testing or emulation is beneficial.

Responsibilities

• Become the product specialist and first technical contact for customers and partners.
• Reproduce and investigate problems, isolate causes, and coordinate with developers for fixes.
• Understand each customer's network setup and testing goals to tailor guidance.
• Run product demonstrations, technical walkthroughs and customer training sessions.
• Build a knowledge base with guides, articles and training content.
• Provide customer insights to the product team for future releases.
• Collaborate with sales, product and engineering to ensure a consistent customer experience.
• Occasional travel to meet customers overseas and represent the company at events.

Skills

Networking fundamentals

Troubleshooting

Clear communication

Curiosity

Technical degree

Python scripting

Education

Technical degree or equivalent hands-on experience

Tools

Python scripting

Job description

Customer Solutions Engineer (Networking Products)

A technical role combining customer support, product expertise and problem-solving for a specialist networking technology company, hybrid from Belfast, paying up to £60,000 depending on experience plus bonus.

About the Company

Our client builds specialist hardware and software that telecoms and data network companies use to measure performance and check their networks behave as they should. Their products are used by operators and equipment manufacturers across the globe, and they have a strong reputation in a niche, technically demanding market. With demand growing, they’re strengthening the engineering team that works directly with customers.

The Role

This role sits where engineering meets the customer. Once you’ve learned the company's products inside out, you'll be the person customers and colleagues turn to when something isn't working or when they want to get more from their kit. You'll recreate problems, track down what's causing them and work with the developers on a fix. You'll also run training sessions and demos and keep the product team informed about what customers need. It suits a networking-minded engineer who likes solving puzzles and enjoys the customer side of the job.

Key Responsibilities

• Become a product specialist and the first point of technical expertise for customers, partners and the sales team.
• Investigate reported problems by reproducing them, isolating the cause and working with developers on a resolution.
• Understand each customer's network setup and testing goals so your guidance fits their situation.
• Run product demonstrations, technical walkthroughs and customer training sessions.
• Build up the support knowledge base with guides, articles and training content.
• Pass customer insight and technical recommendations to the product team to shape future releases.
• Work with sales, product and engineering colleagues to give customers a consistent experience.
• Travel occasionally to meet customers overseas and represent the company at industry events.

What You'll Need

• Strong networking fundamentals, including Ethernet, packet-based communications and how networks are structured, are essential, and the single most important thing we are looking for.
• A methodical, analytical approach to troubleshooting is essential.
• The ability to explain technical detail clearly to engineers, sales colleagues and customers alike is essential.
• Curiosity and the drive to master new products and technologies are essential.
• A technical degree or equivalent hands-on experience is essential.
• A background in technical support, applications engineering, systems engineering or test engineering is highly advantageous.
• Routing and switching experience is a strong advantage.
• Experience with network performance testing or network emulation is a strong advantage.
• Python scripting experience is desirable.

Why Apply?

• You'll develop rare, specialist networking expertise that sets you apart in the market.
• You'll work with a global customer base, with some international travel.
• You'll have a direct line into product development, so your insight shapes the products.
• The salary is up to £60,000 depending on experience, plus a performance-related bonus.
• You'll work hybrid from Belfast, with two set office days a week.
• The benefits are comprehensive, including healthcare, insurance cover, a pension, a share scheme and flexible holidays.

Note For Applicants

All candidates must be currently residing in NI. Full UK Right to Work is preferred, though exceptional candidates already in the UK on a Skilled Worker visa may be considered on an individual basis.