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 rev…