Technical Customer Engineer

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 Q  - we want to hear from you.

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.

• 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.

• 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.

• Build trusted advisor relationships with your assigned enterprise clients – you are their go‑to, across finance, retail, healthcare, and transport.
• Lead recurring reviews (Q /E ): 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.

• 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)

• Zero Trust / ZTNA concepts
• Experience running QBRs / EBRs
• Cross‑functional collaboration (PS, Support, Product)
• T…