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Technical Customer Engineer, Germany - Job application

Cloudi-Fi is on a mission: Secure what SASE forgot and 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, 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.

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

– Wi-Fi troubleshooting: Meraki, HP Aruba, Fortinet, Cisco WLC, Zscaler, Netskope

– VPN Troubleshooting (IPSEC, GRE)

– 802.1X / RADIUS / EAP authentication

– Cloud DHCP, VLAN management, captive portals

– 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)

Strong bonus

– Zero Trust / ZTNA concepts

– IoT fingerprinting & device classification

– Customer health scoring & churn signals

– Experience running QBRs / EBRs

– Cross-functional collaboration (PS, Support, Product)

– Traffic analysis & network monitoring

– German fluency (client-facing)

– Expertise on different cybersecurity Vendor

Bonus

- API experience: REST, Postman, JSON payload debugging

- 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 & accountibility 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

1/ Submit the application form with your technical answers (see next page)

2/ Culture-fit interview with our Chief People Officer

3/ Technical interview with a Technical Customer Engineer

4/ Role-play interview with the Head of Customer Service

5/ Final interview with the CEO