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
Eurazeo is an exceptional employer, offering a dynamic internship experience in the heart of London within a leading European private markets investment group. With a strong focus on employee growth and development, interns will benefit from hands-on exposure to fundraising strategies and collaboration with seasoned professionals, all while enjoying a supportive and inclusive work culture that values diversity and equal opportunity.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Starhold. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Starhold before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Starhold:Your cover letter is your chance to shine! Tell us why you want to work at Starhold specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Starhold!
How to prepare for a job interview at Starhold
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
