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