Technical Support Engineer

Cloudi-Fi is on mission: Secure what SASE forgot. We don’t compete with SASE, we complete it. Cloudi-Fi is the Access Gateway for all unidentified devices connecting to Wi-Fi. Thanks to strong technology partnerships and integrations with major cloud security and networking verdors, Cloudi-Fi is now trusted by over 150 leading global brands including TotalEnergies, Atos, Systeme 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 - 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. Troubleshoot and resolve complex technical issues across Meraki, Fortinet, HP Aruba, Cisco WLC, and Zscaler environments and more to come. Update the knowledge base, flag recurring patterns, and turn individual fixes into systemic improvements. Treat ticket quality as a proxy for customer health 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. 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. Proactively identify risks and blockers before they become escalations. 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 and Germany (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 & 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 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. #J-18808-Ljbffr