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Bandwidth and Cloud Services Group (BCS Group) is a leading provider of high-capacity bandwidth connectivity and cloud infrastructure services across Africa. With operations spanning Eastern and Southern Africa, BCS is committed to driving digital transformation by building reliable infrastructure, fostering innovation, and delivering enterprise-grade connectivity solutions. As we scale, we are investing in internal systems that power our operations, people, and growth strategy.
Full-time
Technical Solutions Engineer Job at Bandwidth and Cloud Services Group
Bandwidth and Cloud Services Group
Job Description
The Technical Solutions Engineer bridges the critical gap between the company's internal wholesale technical infrastructure, external wholesale partners, and the needs of enterprise retail clients. This role owns all technical touchpoints across the client lifecycle, from solution design and presales to incident management and ongoing technical health.
Duties, Roles and Responsibilities
Key Duties and Responsibilities:Presales & Solutions Design
- Lead all technical presales engagements for enterprise prospects, designing tailored solutions that align with client business requirements.
- Develop compelling technical proposals, solution architectures, and Bill of Materials (BOMs) for enterprise deals, including solutions that incorporate services from external wholesale partners.
- Serve as the primary technical resource during RFP/RFQ processes, client presentations, and proof-of-concept engagements.
- Translate complex technical capabilities, whether delivered in-house or through partner networks, into clear, commercially relevant value propositions for enterprise buyers.
- Maintain awareness of the capabilities, product portfolios, and technical limitations of key wholesale partners to ensure solutions are accurately scoped and deliverable.
- Own and continuously improve the enterprise solutions catalogue, ensuring offerings remain competitive and market-relevant
- Provide expert security advisory services to enterprise clients, assessing risks, identifying vulnerabilities, and recommending appropriate controls, architectures, and technologies tailored to each client's environment and risk profile.
- Conduct structured security reviews and gap analyses for prospective and existing enterprise clients, producing clear findings reports with prioritised, actionable recommendations.
- Design and propose end-to-end enterprise security solutions drawing from a broad portfolio of technologies,
- Propose security solutions that are commercially viable, matching the right technology tier to each client's budget without compromising on core security outcomes.
- Where premium solutions exceed a client's budget, identify and present credible alternative solutions, including open-source, SME-grade, or channel-bundled options, that deliver equivalent protection for their threat profile.
- Develop tiered solution frameworks (e.g., Essential, Business, Enterprise) that give the sales team pre-validated options at multiple price points, enabling faster, more confident security conversations with clients across different budget brackets.
- Collaborate with clients and internal teams to develop phased security roadmaps that align with business growth and evolving risk exposure, ensuring clients are never over-committed beyond what their current environment requires.
- Act as the dedicated technical escalation point for enterprise clients experiencing service-affecting issues, sitting outside and above both the internal wholesale NOC and external wholesale partner support structures.
- Investigate and resolve incidents that fall outside NOC visibility, including client LAN issues, client-side configurations, partner demarcation disputes, and edge cases not reflected in upstream systems.
- Build and maintain clear escalation procedures covering all supply chain scenarios: internal wholesale faults, third-party wholesale partner faults, multi-vendor issues, and enterprise-layer issues.
- Manage escalations directly with external wholesale partner NOCs and account teams, holding them accountable to agreed SLAs and ensuring client-facing communication remains accurate and timely.
- Identify and document gaps in partner SLA coverage or technical accountability, and work with commercial and procurement teams to address these contractually.
- Liaise with the internal wholesale NOC and engineering teams to drive resolution of complex incidents, ensuring enterprise clients receive accurate, timely communication throughout.
- Maintain an incident log, root cause analysis (RCA) reports, and track recurring issues, whether internal or partner-originated, to identify and address systemic gaps.
- Serve as the primary technical interface between the retail enterprise division and all external wholesale partners supplying components of the enterprise service portfolio.
- Evaluate and onboard new wholesale partners from a technical standpoint, assessing their capabilities, support models, escalation paths, and service quality standards.
- Establish and maintain technical working relationships with partner NOC teams, solutions engineers, and account managers.
- Define and negotiate technical SLA requirements with wholesale partners that reflect the standards enterprise clients expect, and monitor compliance on an ongoing basis.
- Conduct periodic technical reviews with key wholesale partners to assess performance, address recurring issues, and align on roadmap and capability changes.
- Maintain up-to-date documentation of partner technical capabilities, escalation contacts, and support procedures to enable rapid response during incidents.
- Build deep technical relationships with enterprise clients, serving as their trusted technical advisor throughout the contract lifecycle.
- Conduct periodic technical business reviews (TBRs) to assess service performance, upcoming needs, and expansion opportunities.
- Identify upsell and cross-sell opportunities through proactive client engagement and technical advisory.
- Champion the voice of the enterprise client internally, influencing product development, service design, and process improvement.
- Define, document, and implement enterprise-specific technical processes and Standard Operating Procedures (SOPs), covering both internal and partner-delivered services.
- Develop a dedicated enterprise support knowledge base, including partner escalation playbooks, technical demarcation guides, and multi-vendor troubleshooting procedures.
- Work with the broader business to establish SLAs, OLAs, and KPIs appropriate for enterprise clients, ensuring partner obligations are reflected in client-facing
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Apply here: https://hris.peoplehum.com/ehire/jobs/fe391912-25be-4fcd-8c36-40cf7ec087a9/1d6d7c5d-28d2-458c-8af8-c08a5cc35f46
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