Customer Solution Engineer
Colt Group is hiring a Customer Solution Engineer (Professional Services) in Shiohama, Japan, to own end-to-end support of designated customer network solutions — handling escalations, complex incidents, change coordination, documentation, and mentoring. The role works with routers, switches, firewalls, wireless devices, and cloud platforms.
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Solutions engineering
- Posted
Skills
Must have
- Business Level Japanese
- Conversational English skill
- 3+ years' experience in IP network design and Operations
- CCNA equivalent or higher
- Understanding of the TCP/IP model
- Hands-on network engineering experience
- Excellent communication and negotiation skills
- Proactive with great team spirit
- Customer and service oriented
- Able to take on escalations during off business hours for special cases
Nice to have
- Proactive, self-starting professional with strong vision and creativity
- Strategic thinker with a global mindset
Full description
Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Why we need this role
Customer Solutions Engineer, Professional Services is responsible to provide end to end support to designated customer solutions. They will collaborate closely with the other Professional Services and Operations and Engineering functions to own the customer solution and provide technical insight, respond to escalation, support change coordination, and perform relevant activity to ensure customer satisfaction for the solution provided.
What you will do
- Participate in handover of new customer solution ensuring proper documentation and configuration is available
- Proactively and effectively respond to customer escalation for incidents or issues
- Provide technical insights and relevant procedure to relevant teams and take ownership to manage complex incidents
- Ensure appropriate problem resolution and incident management is followed
- Ensure customer satisfaction and help define strategy for continual improvement of customer service quality and for future business development
- Provide support in change coordination for specific customer solution
- Train and mentor engineers on the owned customer solution
- Update and own documentation for the designated customers.
- Work with various network technologies, such as routers, switches, firewalls, wireless devices, and cloud platforms.
- Able to take on escalations during off business hours for special cases
- Able to take the lead and inspire trust and confidence from both customers and colleagues within Colt particularly in time pressured environment
- Used to working in an international environment and matrix management of multi-discipline teams
What we're looking for
Must haves:
- Business Level Japanese
- Conversational English skill
- 3+ years’ experience in IP network design and Operations
- CCNA equivalent or higher
- Understanding of the TCP/IP model
- Hands-on network engineering experience
- Excellent communication skills and negotiation skills
- Proactive with great team spirit
- Customer and service oriented
Nice to haves