Customer Solution Engineer, Professional Services

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 and English skill
• 5+ years’ experience in IP network design and Operations
• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
• Solid understanding of the TCP/IP model
• Proven hands-on network engineering experience
• Able to demonstrate a high level of capability from a second level perspective in the IP/Managed product group
• Excellent communication skills and negotiation skills
• Proactive with great team spirit
• Customer and service oriented

Nice to haves

• CCNP equivalent or higher (CCIE and/or CISSP highly valued)
• Proactive, self-starting professional with strong vision and creativity
• Strategic thinker with a global mindset