Engineer - Customer Solutions

Requirements

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

Work Experience

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

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