Customer Solutions Engineer

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)