Senior Provisioning & Support Engineer

At Devoli, our mission is to simplify telco & connectivity. We've built the leading platform to orchestrate and manage data and voice services, taking the hassle out of telco for our customers.

Founded in 2008, we have a few more grey hairs than your typical start-up. We have the privilege of working with a long list of amazing customers, from local managed service providers (MSPs) to big household names like Contact Energy. Our SaaS Platform's Portal and APIs simplify access to a wide range of products for our customers, managing 150,000 connections.

We are a small but diverse team of 50ish people, headquartered in an old pub in Victoria Park in Auckland's CBD.

The role

We're looking for a Senior Provisioning & Support Engineer to join our Customer Success team. This is a hands-on, senior-level role at the intersection of technical delivery and customer experience - you'll lead complex service builds, own escalated fault resolution, and act as a trusted technical partner to our business customers.

You'll work closely with Network Engineering, Sales, and across Customer Success to deliver reliable outcomes for our customers. We love a good challenge and empower our people to solve hard problems - whether they're technical, customer-related, or operational.

What you'll do

Provisioning & Activation

• Lead end-to-end provisioning of standard and complex services, including large-scale builds, migrations, and non-standard configurations
• Work hands-on to ensure services are delivered correctly and perform reliably from day one
• Act as a technical partner to customers during provisioning and activation — providing clarity, confidence, and a seamless onboarding experience
• Collaborate with Network Engineering, Sales, and Customer Success to deliver reliable, joined-up outcomes
• Document and continuously improve provisioning processes for scalability and accuracy

Support & Fault Resolution

• Serve as the senior escalation point for complex network and connectivity issues within Customer Success
• Perform advanced troubleshooting and diagnostics across customer environments
• Work hands-on with CPE and network infrastructure to diagnose and resolve advanced faults
• Conduct on-site work at data centres and customer premises as required
• Drive root-cause analysis and ensure seamless service restoration with clear, confident communication to all stakeholders
• Document fault resolutions and contribute to a shared knowledge base, making the team smarter with every incident we close
• Participate in an on-call roster to provide after-hours support for critical incidents

Customer Experience

• Ensure an outstanding customer journey from onboarding through to offboarding
• Act as a trusted technical partner to business customers during complex incidents and critical resolutions
• Maintain timely, professional communication throughout every customer interaction
• Work closely with Business and Billing teams to ensure services are delivered correctly and invoiced accurately

Team & Process Leadership

• Mentor and provide technical guidance to other team members
• Partner with Network Engineering on incidents, changes, and proactive improvements
• Support pre-sales technical engagements, including advanced service design with the Technical Sales Consultant
• Drive proactive process and operational improvements across Customer Success

Requirements:
What we're looking for

• Proven experience in a senior network provisioning, support engineering, or similar technical role
• Strong hands-on knowledge of CPE, network infrastructure, and connectivity services
• Working knowledge of IP/MPLS, VLANs, TCP/IP, DHCP, and routing technologies
• Experience with advanced fault diagnosis, root-cause analysis, and complex incident management
• Excellent communication skills - able to translate technical detail into clear, confident updates for customers and stakeholders
• A collaborative, team-first mindset with the ability to influence and mentor others
• Comfortable working on-site at data centres and customer premises when needed
• Comfortable participating in an on-call roster for after-hours critical incidents

Nice to have

We're less focused on ticking every box and more interested in people who are curious and keen to grow. That said, these would give you an advantage:

• CCNA or equivalent networking certification
• Hands-on experience with network monitoring tools
• Experience with WAN connectivity technologies such as ADSL, Ethernet, and 4G/LTE

Benefits:
We're a fun team and no two days are ever the same at Devoli, but there are a few things that are consistent:

• We'll make sure you've got the equipment you need to be successful - a laptop, standing desk and 34" screens while you're in the office
• Because we power NZ's best ISPs, we'll provide you with a broadband connection at home and a Devoli Mobile connection
• We love a shared lunch! Weekly grocery shops means that we keep our team fed, watered and caffeinated in the office. Expect regular lunches/BBQs and events too, where you can relax, enjoy some good food and banter with the team
• Our team culture is welcoming and diverse, and there's a strong sense of being One Team
• We believe in continuous learning and invest in our people's growth - we support team members to participate in courses, conferences/events, coaching or other programs and have an individual training budget to make it happen
• Oh.. and you get your birthday off, too ;)