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)