Technical Support Engineer

Key Responsibilities

• Troubleshoot and resolve complex technical issues across various environments such as Meraki, Fortinet, HP Aruba, Cisco WLC, and Zscaler.
• Document thoroughly and escalate tickets when necessary to ensure they are not left unresolved.
• Use each resolved ticket as a learning artifact, updating the knowledge base, flagging recurring patterns, and implementing systemic improvements.
• Treat ticket quality as a proxy for customer health, strengthening relationships through effective resolution and avoiding erosion through poor handling.
• Lead technical onboarding by configuring, deploying, and validating solutions in live customer environments, whether on-site or remotely.
• Convert recurring support patterns into proactive deployment improvements, minimizing the likelihood of similar issues becoming tickets.
• Stay updated with emerging network and security technologies and share insights with the team.
• Collaborate cross-functionally with Product, Engineering, and Sales to address issues and drive continuous improvement.

Service Adoption

• Build trusted advisor relationships with enterprise clients across various sectors including finance, retail, healthcare, and transport.
• Lead recurring reviews (QBR/EBR), presenting health scores, surfacing insights from ticket data, and aligning on roadmap priorities.
• Proactively identify risks and blockers before they escalate, leveraging data, pattern recognition, and customer knowledge.
• Deliver structured voice-of-customer feedback that directly influences the company's product roadmap.