Customer Solutions Engineer★Hybrid★

A 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.Role ResponsibilitiesParticipate in handover of new customer solution ensuring proper documentation and configuration is availableProactively and effectively respond to customer escalation for incidents or issuesProvide technical insights and relevant procedure to relevant teams and take ownership to manage complex incidentsEnsure appropriate problem resolution and incident management is followedEnsure customer satisfaction and help define strategy for continual improvement of customer service quality and for future business developmentProvide support in change coordination for specific customer solutionTrain and mentor engineers on the owned customer solutionUpdate 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 casesAble to take the lead and inspire trust and confidence from both customers and colleagues within Colt – particularly in time pressured environmentUsed to working in an international environment and matrix management of multi-discipline teamsSkills and ExperiencesFluent in Japanese and English for speaking, listening, writing, and reading5+ years proven hands-on network engineering experienceDeep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)Solid understanding of the TCP/IP modelExcellent communication skills and negotiation skillsProactive with great team spiritCustomer and service orientedOther PreferencesA robust, dynamic self-starter with imagination and visionIP network design and Operations experienceCCNA or CCNP equivalent or higher (CCIE and/or CISSP highly valued)Willing to be flexible to get the work done and able to prioritise and plan time effectively,Able to communicate clearly and concisely, including the ability to deliver difficult messages in a positive wayHave strong interpersonal skills and able to build a positive team culture in a global team and cross-cultural environment as well as a customer focused cultureHave commercial acumenResults-focused, efficient, and pragmaticAble to support a strategic vision and think globallyWhat We Offer YouLooking to make a mark?At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.Instead, we employ people we trust, who come together across the globe to create intelligent solutions.Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.Diversity and inclusionInclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.Most Recently We HaveSigned the UN Women Empowerment Principles which guide our Gender Action PlanTrained 60 (and growing) Colties to be Mental Health First AidersPlease speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.BenefitsOur benefits support you through all parts of life, for both physical and mental health.Flexible working hours and the option to work from home.Extensive induction program with experienced mentors and buddies.Opportunities for further development and educational opportunities.Global Family Leave Policy.Employee Assistance Program.Internal inclusion & diversity employee networks.A global networkWhen you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.