Customer Solution Engineer

About the Role

As a Customer Solution Engineer, you will be responsible for providing technical leadership, proactive service support, and operational coordination to ensure the delivery of high-quality, stable, and efficient services across complex customer environments.

You will work closely with customers as a trusted technical point of contact, collaborating with global technical delivery and operations teams to ensure optimal service performance. By combining hands-on technical expertise with strong coordination and customer-facing skills, you will contribute to service excellence and continuous improvement.

This role primarily supports key customers in Italy and is based in Milan, with work mainly performed on-site at the customer location, with potential hybrid flexibility in the future.

Responsibilities

• Act as the technical lead for assigned customers, ensuring overall service health and performance
• Collaborate with internal technical teams to ensure customer requirements are properly understood and delivered
• Manage and prioritise customer requests, ensuring timely resolution and premium service delivery
• Participate in technical discussions and provide input on operational issues and improvements
• Lead operational meetings, handle customer enquiries, and manage escalations or critical incidents
• Monitor and improve SLA performance in coordination with Service Delivery/Customer Service Managers
• Ensure smooth transition of services into operations
• Oversee and coordinate patching and maintenance activities with customers and internal teams
• Support sales and service management teams in identifying opportunities for service improvements and business growth
• Operate within ITIL processes to ensure structured and high-quality service delivery

Qualifications

• Minimum 3–5 years of experience in technical support roles within infrastructure services
• Strong coordination skills across multiple technical teams in a global environment
• Hands-on expertise in at least two of the following areas: VMware/vCloud, Microsoft technologies, Linux, storage, backup, or networking
• Experience working within ITIL-based service management environments
• Proven ability to manage customer relationships, escalations, and operational performance
• Strong problem-solving, communication, and influencing skills
• Ability to work independently with a proactive and structured approach
• Degree in IT or equivalent technical education is preferred
• Native Italian speaker and fluent in English (written and spoken)