Engineer - Customer Solutions

Requirements

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  Bachelor’s degree in a technical discipline or equivalent education, training and/or experience.
  

Work Experience

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  3+ years experience in a technical service delivery, support engineering, or systems engineering role.
  
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  Strong technical background in data Technologies MPLS/VPLS, Ethernet and IP
  
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  Excellent problem-solving skills and attention to detail.
  
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  Good communication skills  able to engage both technical teams and customers.
  
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  Ability to prioritize and handle multiple projects/customers simultaneously.
  
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  Strong ownership mentality
  

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  Provide technical onboarding, including service overview, escalation processes, and operational guidelines to new and existing wholesale customers.
  
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  Coordinate installation, provisioning, and activation of wholesale services such as fiber connectivity, IP Transit, leased capacity, dark fiber, and colocation.
  
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  Ensure that services are delivered in line with customer requirements, technical specifications, and agreed service-level agreements (SLAs).
  
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  Act as the primary technical contact for wholesale customers during the onboarding and post-sales support
  
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  Document installation, activation, and support activities accurately in internal systems.
  
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  Track delivery and SLA KPIs, including installation lead times, resolution times, and customer feedback.
  
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  Coordinate closely with the NOC, Network team, and Field Teams to escalate and resolve issues efficiently.