Customer Solutions Engineer, EMEA

Role overview The position is a flexible, floating technical specialist embedded within a Technical Account Management team, stepping into customer engagements that fall between standard support and a long-term dedicated TAM. The role partners with Customer Success Managers to run short, project-based technical work, drive platform optimization, and escalate beyond-scope situations to senior resources.

Responsibilities - Serve as an on-demand technical resource that Customer Success Managers can bring into recurring or complex account situations. - Run short-term, project-based technical engagements for customers that don't have a dedicated TAM. - Join investigative and best-practices calls, assess customer technical needs, and decide on the right next step. - Lead platform optimization work, including configuration reviews, best-practices setup, and proactive tuning to prevent recurring issues. - Capture session recaps and action items in the CRM so recommendations stay visible across the broader team. - Point out underused contracted features and flag potential upsell, professional services, or deployment opportunities. - Recognize when a situation exceeds the role and hand it off cleanly to critical-situation or technical support teams. - Surface recurring patterns from engagements back to Product, Engineering, and Customer Success leaders.

Requirements - Three or more years in a customer-facing technical role in enterprise SaaS or cybersecurity, covering areas such as email infrastructure, IT security or administration, engineering, or technical support. - Solid working knowledge of the platform's configuration best practices, enough to engage customers independently without a senior technical resource in the room. - Strong triage judgment, with the ability to decide quickly whether a situation calls for hands-on guidance or a more senior technical resource. - Comfort stepping into a customer relationship for a defined engagement and stepping back out, without owning a standing book of accounts. - Ability to manage several concurrent, time-bound engagements across a broad set of customers. - Excellent communication skills with both technical and business stakeholders, including comfort presenting to senior customer contacts.

Nice to have - Familiarity with email authentication and delivery protocols and cloud email platforms such as Microsoft 365 and Google Workspace. - Prior experience in a floating or pooled technical model such as professional services, deployment, or solutions engineering. - Bachelor's degree in a technical field, or equivalent hands-on experience.