Partner Support Engineer – Level 3

About the role

As a Partner Support Engineer (L3) you will act as the primary technical liaison for our partner clients, ensuring high‑quality service delivery and driving customer satisfaction across Internet Solutions offerings.

Key responsibilities

• Proactively monitor client services, communicate issues, and identify upsell or cross‑sell opportunities.
• Resolve technical complaints by diagnosing root causes, providing solutions, and following up to confirm resolution.
• Manage, escalate, and drive resolution of technical support, service, and infrastructure incidents, meeting SLA targets (95% resolution, acknowledgment within 15 minutes; 90% of incidents resolved within 3 hours).
• Produce daily reports, flag risks, and collaborate with Solution Architects, Client Success Managers, and Project Managers to improve client experience.
• Identify sales opportunities, scope technical solutions, and support retention through strategic client meetings.
• Recommend and implement service‑improvement initiatives, document meeting minutes, and share technology trends in internal forums.

Required profile

• Degree in Information Technology, Information Systems, Computer Science, Telecommunications or related field.
• Advanced certifications in Cisco, Microsoft Applications, Security, and Voice Solutions.
• Hands‑on experience with large‑scale enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, Video Conferencing and VoIP.

Required skills

• Cisco networking technologies
• Microsoft enterprise applications
• Network security principles
• Voice and video communication solutions
• SD‑WAN implementation
• MPLS architecture
• VOIP and video conferencing platforms