# Senior Provisioning & Support Engineer > Devoli · Auckland, New Zealand · Full-time · Posted 2026-04-20 **Workplace:** on_site **Department:** Customer Success ## Description 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 ;) ## Apply [Apply at Devoli](https://apply.workable.com/devoli/j/F4229C2275/apply) --- Powered by [Workable](https://www.workable.com)