Technical Customer Engineer

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 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, 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.

• 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 were 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 and Germany (client‑facing level)

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