Technical Customer Engineer

Starhold; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Remote work options

Sponsored home office equipment

Job summary

Cloudi-Fi, USA, seeks a Technical Customer Engineer to support and deploy our Wi‑Fi security platform. You will own tickets end-to-end, troubleshoot across Meraki, Fortinet, Aruba, Cisco WLC, and Zscaler, and drive knowledge base improvements while ensuring customer success in enterprise environments.

You will lead onboarding, drive proactive deployments, stay current on network security, and collaborate with Product, Engineering and Sales to align on customer roadmaps.

Qualifications

• 3 years minimum in a support role.
• CP/IP fundamentals: OSI, routing, DNS, NAT.
• VPN troubleshooting (IPSEC, GRE).
• RCA methodology for root cause analysis.
• Ticketing systems and documentation (ITIL).
• Technical onboarding and customer training.
• Fluent or native English (client-facing).

Responsibilities

• Own incoming customer requests end-to-end with triage and documentation.
• Troubleshoot complex issues across Meraki, Fortinet, Aruba, Cisco WLC, Zscaler.
• Update knowledge base and identify recurring patterns.
• Lead technical onboarding and validate deployments on-site or remote.
• Convert patterns into proactive deployment improvements.
• Collaborate with Product, Engineering and Sales to close loops.
• Lead QBRs/EBR with health scores and roadmaps.

Skills

OSI fundamentals

Routing

DNS

NAT

IPSec

RCA

Tools

Wireshark

HAR capture analysis

Python

Bash

Job description

Technical Customer Engineer, USA - Job application

Cloudi-Fi is on a mission: Secure what SASE forgot We don’t compete with SASE, we complete it.

Cloudi-Fi is the Access Gateway for all unidentified devices connecting to Wi‑Fi. Thanks to strong technology partnerships and integrations with major cloud security and networking verdors, Cloudi-Fi is now trusted by over 150 leading global brands including TotalEnergies, Atos, Systeme U. 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, elevate 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 are their go‑to for 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 vendors.

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 personalised programme 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.