Customer Solutions Engineer, EMEA

Role overview Provide flexible, hands-on technical help to enterprise customers when an issue or project needs more attention than standard support can provide but does not require a dedicated technical account manager. Engagements are short term and varied: assess the situation with customer success partners, improve platform configuration, and determine the right path for resolution. The role suits someone who can move between customer needs, exercise sound judgment, and work without a fixed playbook.

Responsibilities - Join customer success partners on recurring or complex account concerns that need focused technical investigation. - Lead time-bound technical projects for customers without a dedicated technical account manager. - Assess customer needs, participate in investigation and best-practice discussions, and recommend next steps. - Review configurations and tune platform settings to improve use and help prevent recurring issues. - Record meeting outcomes and follow-up actions in the customer relationship management system. - Identify underused contracted features and flag potential deployment, professional services, or expansion opportunities. - Escalate issues outside the role’s scope with a clear handoff, and share recurring patterns with product, engineering, and customer success teams.

Requirements - At least three years in a customer-facing technical role, such as technical support, engineering, IT security, or email infrastructure, in enterprise software or cybersecurity. - Strong platform and configuration knowledge sufficient to advise customers independently. - Good triage judgment to distinguish hands-on guidance from issues needing a more senior technical resource. - Ability to join and exit defined customer engagements while managing several concurrent, time-bound assignments. - Clear communication with technical and business audiences, including senior customer stakeholders.

Nice to have - Knowledge of email authentication and delivery protocols, Microsoft 365, or Google Workspace. - Experience in a pooled technical resource, professional services, deployment, or solutions engineering model. - A technical bachelor’s degree or equivalent practical experience.