Customer Solutions Engineer / Technical Support Coordinator

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 reviews, and internal discussions to address customer requirements.
• Work closely with sales, pre-sales, support, product, and R&D teams to ensure a smooth customer experience.
• Help identify recurring issues, customer feedback, and improvement areas for internal review.
• Maintain professional customer relationships and support long-term customer satisfaction.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Network Engineering, Information Systems, or are lated discipline.
• Minimum 5years of experience in network operations, IT support, technical coordination, customer support, service delivery, or infrastructure-related roles.
• Basic to intermediate understanding of networking concepts such as TCP/IP, LAN, WAN, routing, switching, firewall, VPN, DNS, DHCP, application connectivity, and network performance.
• Able to understand technical conversations and coordinate effectively with engineers, R&D teams, customers, and internal stakeholders.
• Strong practical judgment, situational awareness, and the ability to assess customer situations logically.
• Ability to identify the right escalation path and coordinate appropriate next steps with internal technical teams.
• Good interpersonal and communication skills, with the ability to manage customer expectations professionally.
• Able to ask the right questions, organize information clearly, and follow up until closure.
• Strong ownership mindset and accountability in managing customer issues.
• Good documentation skills, including meeting notes, issue summaries, action trackers, and customer updates.
• Able to work independently while coordinating across multiple internal teams.
• Comfortable working in a fast-paced customer-facing environment.
• Preferred Certifications
• Candidates with one or more of the following industry-recognized certifications will be preferred:
• Cisco CCNA
• CompTIA Network+
• Fortinet NSE Certification
• Juniper JNCIA
• ITIL Foundation
• Other relevant network, infrastructure, cloud, or IT service management certifications
• Interested candidates may send their CV to MAC (Reg No. R1221300) at anc1@anchorsearchgroup.com quoting the job title in the Subject line. We regret that only shortlisted candidates will be notified.

Additional Information

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.

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