Customer Solutions Engineer / Technical Support Coordinator

A practical, customer-oriented, and technically aware Customer Solutions Engineer / Technical Support Coordinator to support customers using our network and IT operations solutions.

This role is not intended to be a deep hands-on troubleshooting position. Instead, the successful candidate will act as a key bridge between customers, local stakeholders, internal technical teams, and R&D teams. The role requires someone with a good understanding of network operations concepts, strong practical judgment, good interpersonal skills, and the ability to coordinate customer issues clearly until resolution.

The ideal candidate should have 5 years of experience in network operations, technical support coordination, customer support, service delivery, or IT infrastructure environments, together with relevant industry-recognized network certifications.

Key Responsibilities:

•       Act as the local point of contact for customers using the company’s solutions.

•       Understand customer-reported issues, operational challenges, and business impact at a practical level.

•       Gather relevant information from customers, including issue descriptions, environment details, screenshots, logs, timelines, and supporting evidence.

•       Bridge communication between customers, internal support teams, product teams, and R&D engineers.

•       Coordinate issue investigation and follow-up actions without being required to perform deep technical troubleshooting independently.

•       Ensure customer issues are clearly documented, properly prioritized, and escalated to the right internal stakeholders.

•       Translate customer concerns into clear technical and operational inputs for internal teams.

•       Track support cases, action items, customer updates, and closure status.

•       Provide regular updates to customers on investigation progress, next steps, and resolution plans.

•       Support customer onboarding, deployment coordination, user guidance, and post-implementation follow-up.

•       Assist in arranging technical meetings, solution reviews, and internal discussions to address customer requirements.

•       Work closely with sales, pre-sales, support, product, and R&D teams to ensure a smooth customer experience.

•       Help identify recurring issues, customer feedback, and improvement areas for internal review.

•       Maintain professional customer relationships and support long-term customer satisfaction.

Requirements:

•       Diploma or Bachelor’s Degree in Information Technology, Computer Science, Network Engineering, Information Systems, or are lated discipline.

•       Minimum 5years of experience in network operations, IT support, technical coordination, customer support, service delivery, or infrastructure-related roles.

•       Basic to intermediate understanding of networking concepts such as TCP/IP, LAN, WAN, routing, switching, firewall, VPN, DNS, DHCP, application connectivity, and network performance.

•       Able to understand technical conversations and coordinate effectively with engineers, R&D teams, customers, and internal stakeholders.

•       Strong practical judgment, situational awareness, and the ability to assess customer situations logically.

•       Ability to identify the right escalation path and coordinate appropriate next steps with internal technical teams.

•       Good interpersonal and communication skills, with the ability to manage customer expectations professionally.

•       Able to ask the right questions, organize information clearly, and follow up until closure.

•       Strong ownership mindset and accountability in managing customer issues.

•       Good documentation skills, including meeting notes, issue summaries, action trackers, and customer updates.

•       Able to work independently while coordinating across multiple internal teams.

•       Comfortable working in a fast-paced customer-facing environment.

Preferred Certifications

Candidates with one or more of the following industry-recognized certifications will be preferred:

•       Cisco CCNA

•       CompTIA Network+

•       Fortinet NSE Certification

•       Juniper JNCIA

•       ITIL Foundation

•       Other relevant network, infrastructure, cloud, or IT service management certifications

Interested candidates may send their CV to MAC (Reg No. R1221300) at [email protected] quoting the job title in the Subject line. We regret that only shortlisted candidates will be notified.