Technical Customer Engineer

Starhold

United Kingdom

Hybrid

GBP 40,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Flexible work environment

Career growth opportunities

Continuous training and learning

Job summary

Starhold is seeking a Technical Customer Engineer in the UK to join their Customer Engineering team. This role involves resolving complex network problems and building strong customer relationships. If you're passionate about technical operations and service adoption, this position is for you.

The ideal candidate has a minimum of 3 years in support roles, is fluent in English, and is adept with ticketing systems and technical onboarding. The position offers a dynamic hybrid work environment with growth opportunities.

Qualifications

Minimum 3 years in a support role.
Knowledge of OSI, routing, DNS, and NAT.
Experience with VPN troubleshooting (IPSEC, GRE).
Familiarity with root cause analysis methodology.
Experience with ticketing systems and documentation (ITIL Standard).
Capability in technical onboarding and customer training.
Fluent or native English for client-facing interactions.

Responsibilities

Own incoming customer requests end-to-end.
Troubleshoot complex technical issues in various environments.
Lead technical onboarding by configuring and deploying solutions.
Build trusted relationships with enterprise clients.
Deliver structured feedback directly influencing the roadmap.

Skills

Support experience

CP/IP fundamentals

VPN Troubleshooting

Root cause analysis

Ticketing systems

Technical onboarding

Fluent English

Job description

Technical Customer Engineer, UK - Job application

Cloudi-Fi is on a mission: to become the Security Gateway for all unidentified devices connecting to Wi-Fi. Our 100% cloud-based solution combines best-in-class marketing features, global personal data compliance, and a Zero-Trust security framework. Thanks to strong technology partnerships and integrations with major cloud security and networking vendors, Cloudi-Fi is now trusted by over 150 leading global brands including Total Energies, Atos, System U (see our success stories). Recognized as one of Europe’s most promising SaaS startups by the Financial Times, Cloudi-Fi brings together a passionate, multicultural team working toward a safer and more seamless internet experience for everyone.

We are building a world-class Customer Engineering team that sits at the intersection of technical expertise, deployment excellence, and Customer success / Service adoption. If you love solving complex network problems, thrive in direct customer relationships, and are equally comfortable owning a support ticket, planning & deploying integration projects and leading a QBR - we want to hear from you.

Position overview

In this role, handling tickets is not a side task - it is the engine. Every ticket is a window into how a customer is actually experiencing our solutions. Resolving them with rigor and speed builds trust, drives successful deployments, and defines what customer success means for each client - because success is not a template; it is what the customer needs it to be.

Key Responsibilities

Ticket & Technical Operations – your daily foundation

Own incoming customer requests end-to-end - triage with urgency/priority, document thoroughly, and escalate fast when needed, never let tickets go stale.
Troubleshoot and resolve complex technical issues across Meraki, Fortinet, HP Aruba, Cisco WLC, and Zscaler environments and more to come – digging into root cause, not just symptoms.
Use every resolved ticket as a learning artifact: update the knowledge base, flag recurring patterns, and turn individual fixes into systemic improvements.
Treat ticket quality as a proxy for customer health – a well-handled issue strengthens the relationship; a poorly handled one erodes it.

Deployment – turning tickets into lasting solutions

Lead technical onboarding: configure, deploy, and validate our solutions in live customer environments – on‑site or remote.
Convert recurring support patterns into proactive deployment improvements so the same issue never becomes a ticket twice.
Stay current with emerging network and security technologies – and share what you learn with the team.
Collaborate cross‑functionally with Product, Engineering, and Sales to close the loop on issues and drive continuous improvement.

Service Adoption – defined by each customer, owned by you

Build trusted advisor relationships with your assigned enterprise clients – you are their go‑to, across finance, retail, healthcare, and transport.
Lead recurring reviews (QBR/EBR): present health scores, surface insights from ticket data, and align on roadmap priorities.
Proactively identify risks and blockers before they become escalations – using data, pattern recognition, and customer knowledge.
Deliver structured voice‑of‑customer feedback that directly influences our roadmap.

What we are looking for

Must have

3 years minimum in a support role
CP/IP fundamentals: OSI, routing, DNS, NAT
VPN Troubleshooting (IPSEC, GRE)
Root cause analysis (RCA) methodology
Ticketing systems and structured documentation (ITIL Standard)
Technical onboarding and customer training
Fluent or native English (client‑facing level)

Strong bonus

Zero Trust / ZTNA concepts
Experience running QBRs / EBRs
Cross‑functional collaboration (PS, Support, Product)
Traffic analysis & network monitoring
German fluency (client‑facing)
Expertise on different cybersecurity vendor

Bonus

Wireshark / HAR capture analysis
Basic scripting (Python, bash) for automation or log parsing
French or Spanish fluency

The mindset we hire for

A team player above all – a learner, a can‑do & accountability attitude
Comfortable with role fluidity: in the same week, you might close a P1 ticket, run a deployment, and present a QBR.
Customer‑first in everything: you optimise for outcomes, not convenience.

What we offer

Opportunity to join a fast‑growing cybersecurity company with international ambitions – dynamic and collaborative work environment – exposure to strategic enterprise customers and innovative cybersecurity projects – flexible and hybrid work environment – international coworking spaces, or remote experience with sponsored home office equipment – career growth and leadership opportunities – continuous training & learning. A personalized program with all the tools and resources needed.

Hiring process