At a Glance
- Tasks: Resolve technical issues and enhance customer experiences with innovative solutions.
- Company: Join a fast-growing cybersecurity startup trusted by global brands.
- Benefits: Flexible work environment, career growth, and continuous training opportunities.
- Other info: Dynamic team culture with opportunities for international collaboration.
- Why this job: Make a real impact in cybersecurity while building strong client relationships.
- Qualifications: 3+ years in support roles with strong technical troubleshooting skills.
The predicted salary is between 40000 - 50000 £ per year.
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. 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.
Key Responsibilities
- Ticket & Technical Operations: 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. Use every resolved ticket as a learning artifact: update the knowledge base, flag recurring patterns, and turn individual fixes into systemic improvements.
- Deployment: 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. Stay current with emerging network and security technologies and share what you learn with the team.
- Service Adoption: Build trusted advisor relationships with your assigned enterprise clients. 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.
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.
- Strong bonus: Zero Trust / ZTNA concepts, experience running QBRs / EBRs, cross-functional collaboration, traffic analysis & network monitoring, German fluency.
- 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, career growth and leadership opportunities, continuous training & learning.
Hiring process: Submit the application form with your technical answers, culture-fit interview with our Chief People Officer, technical interview with a Technical Customer Engineer, role-play interview with the Head of Customer Service.
Technical Customer Engineer employer: Starhold
Cloudi-Fi is an exceptional employer, offering a dynamic and collaborative work environment where employees can thrive in their roles as Technical Customer Engineers. With a strong focus on career growth, continuous training, and exposure to innovative cybersecurity projects, team members are empowered to build trusted relationships with enterprise clients while enjoying the flexibility of hybrid work arrangements. Join a passionate, multicultural team dedicated to creating a safer internet experience, and be part of a company recognised as one of Europe’s most promising SaaS startups.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Engineer
✨Tip Number 1
Get to know the company inside out! Research Cloudi-Fi's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Brush up on your knowledge of network troubleshooting and ticketing systems. Being able to discuss specific scenarios or past experiences will make you stand out during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and potentially a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Cloudi-Fi team.
We think you need these skills to ace Technical Customer Engineer
Some tips for your application 🫡
Show Your Technical Skills:Make sure to highlight your technical expertise in your application. Mention specific technologies you've worked with, like Meraki or Cisco, and any troubleshooting experiences that showcase your problem-solving skills.
Be Customer-Centric:Since this role is all about customer success, share examples of how you've built relationships with clients in the past. Show us how you’ve turned challenges into opportunities for better service.
Keep It Structured:When filling out the application, be clear and concise. Use bullet points where possible to make your experience easy to read. Remember, structured documentation is key in this role!
Apply Through Our Website:We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves, and you’ll be one step closer to joining our awesome team!
How to prepare for a job interview at Starhold
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of networking fundamentals and the specific technologies mentioned in the job description, like Meraki, Fortinet, and Cisco. Be ready to discuss troubleshooting methods and root cause analysis, as these will likely come up during the interview.
✨Showcase Your Customer-Centric Mindset
Prepare examples that highlight your experience in building relationships with clients and how you've successfully resolved their issues. Emphasise your ability to turn customer feedback into actionable insights, as this aligns perfectly with the role's focus on customer success.
✨Demonstrate Problem-Solving Skills
Be ready to tackle hypothetical scenarios or past experiences where you had to troubleshoot complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly show how you approached and resolved the problems.
✨Engage with the Team Spirit
Since the role requires cross-functional collaboration, be prepared to discuss how you've worked with different teams in the past. Highlight your adaptability and willingness to learn from others, as well as your ability to contribute to a positive team environment.
