Technical Customer Engineer

Starhold; Deutschland; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible and hybrid work environment

Continuous training and learning opportunities

Dynamic and collaborative work environment

Job summary

Starhold is seeking a Technical Customer Engineer based in Ohio, Germany. This role involves resolving technical issues for clients, owning support tickets, and ensuring successful deployments of cybersecurity solutions.

The ideal candidate should have at least three years of experience in a support role and must be fluent in both English and German. The position offers a flexible and hybrid work environment with opportunities for career growth and continuous training.

Qualifications

• Minimum three years in a support role.
• Experience with ticketing systems and structured documentation.
• Ability to build trusted advisor relationships with clients.

Responsibilities

• Own customer requests end-to-end and triage with urgency.
• Lead technical onboarding and validate solutions in live environments.
• Collaborate with Product, Engineering, and Sales for continuous improvement.

Skills

CP/IP fundamentals: OSI, routing, DNS, NAT

VPN Troubleshooting (IPSEC, GRE)

Root cause analysis (RCA) methodology

Fluent or native English and German (client-facing)

Technical onboarding and customer training

Job description

Technical Customer Engineer, Germany - 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, escalate fast when needed, and 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 were 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 and Germany (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 & accountibility 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 personalised program with all the tools and resources needed.

Hiring process

1. Submit the application form with your technical answers (see next page)
2. Culture‑fit interview with our Chief People Officer
3. Technical interview with a Technical Customer Engineer
4. Role‑play interview with the Head of Customer Service