German Speaking Technical Solutions Engineer (Level 3 Support & Success)

Role purpose:

The Technical Solutions Engineer (Level 3 Support & Assistance) serves as the highest technical escalation point within the Support organization and acts as a technical bridge between Support, Sales, Customer Success, Product, and Engineering teams.

This role combines deep troubleshooting expertise with solution-oriented guidance to resolve complex customer challenges, accelerate adoption, and improve overall customer outcomes.

Working closely with Support, Success, Sales, and Product, the Technical Solutions Engineer ensures that complex technical issues are resolved efficiently, customers implement and maintain best-practice architectures, and recurring problems are identified and addressed proactively.

The role plays a critical part in strengthening our Premium Services (Support PRO) by delivering higher-touch technical assistance, onboarding guidance, and proactive enablement - while reducing unnecessary escalations to Engineering and improving cross-functional effectiveness.

Responsibilities:

Technical escalation & incident ownership

• Act as the final escalation point for complex Level 2 and Level 3 technical issues.
• Lead deep technical troubleshooting across devices, APIs and third-party integrations.
• Perform root cause analysis and coordinate incident investigation and resolution with Engineering and Product teams.
• Own critical and high-impact customer issues end-to-end, ensuring timely resolution and clear communication.
• Identify preventative improvements and contribute to long-term remediation strategies to reduce recurrence.

Solution consultation & customer success enablement

• Provide expert technical consultation and best-practice guidance for customer deployments and architectures.
• Support security reviews, compliance questionnaires, technical audits, and customer due diligence processes.
• Deliver onboarding and adoption support for strategic customers and Support PRO accounts.
• Conduct technical working sessions, troubleshooting calls, and architecture and design reviews.
• Guide customers in designing solutions aligned with supported product capabilities and documented constraints.
• Scope, assess, and appropriately redirect custom or engineering-intensive requests to the relevant internal teams.

Technical Product Marketing Evangelism

• Contribute to technical thought leadership through blogs, case studies, whitepapers, and conference presentations.
• Represent the company at industry events, conferences, webinars, and customer-facing technical forums.
• Promote and evangelize company technologies within customer communities, industry groups, and professional associations or certification bodies.

Knowledge & internal enablement

• Partner with Sales teams to develop technical strategies, proposals, and responses to RFPs, RFIs, and technical due diligence requests.
• Produce clear, accurate, and compelling technical documentation, solution overviews, and proposals.
• Build and maintain strong relationships with client and partner stakeholders to enable long-term technical success.
• Gather customer and partner feedback to inform product improvement and innovation initiatives.
• Produce advanced troubleshooting guides, playbooks, and internal technical documentation.
• Mentor and upskill Level 1 and Level 2 Support engineers through coaching, case reviews, and training sessions.
• Share expertise through structured internal enablement and knowledge-sharing sessions.
• Identify recurring issues and drive scalable solutions across tooling, processes, and documentation.

Training & Industry knowledge:

• Deliver technical training sessions for customers, partners, and internal teams.
• Stay current on industry trends, emerging technologies, and the competitive landscape in document management, secure email, and enterprise security solutions.

Qualifications:

• Bachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field.
• 3-5+ years of experience in pre-sales engineering, solution architecture, technical consulting, or senior technical support roles within a B2B or SaaS environment.
• Strong understanding of document management systems, secure email technologies, enterprise IT architectures, cloud platforms, and cybersecurity principles.
• Fluency in English and German; additional languages are a plus.
• Excellent verbal and written communication skills, with the ability to engage both technical and executive stakeholders.
• Proven ability to develop clear technical narratives and deliver effective presentations.
• Experience responding to RFx processes, security assessments, and compliance-related inquiries.
• Working knowledge of API integrations, security frameworks, and enterprise software deployment models.
• Proactive, customer-focused mindset with a strong commitment to continuous learning and improvement.

Required competencies

System thinking

Strategic/operational thinking - sees over the area's and team's goals and elements affecting his/her tasks as well as the ones that his/her task has effect on.

Proactivity - executes his/her tasks by keeping in mind the possibilities and risks, and acts by taking advantages of/avoiding those.

Decision making - makes decision after taking into consideration and evaluating most potential factors, chooses the best option, communicates the reasons to the stakeholders, and stays consequent to it.

Efficiency & result orientation

Planning & organization - executes his/her tasks in time with the adequate prioritization.

Reliability - one can count on him/her both professionally (quality and quantity of the work, deadlines) and personally (co-operation).

Delegation - asks for help from his/her colleagues and superiors, if needed.

Teamwork

Inspiration - his/her passion is inspiring his/her colleagues.

Assertivity, empathy - recognizes and handles the situations that expect assertiveness or empathy/bringing the other to the fore.

Honesty & Support - through help he/she provides support to his/her colleagues.

Ownership & drive

Responsibility - takes responsibility for his/her work and its result.

Drive - is ready to drive actions in order to reach high professional standards.

Impact - his/her presence, behavior and work have a good impact on the progress of the results and on the co-operation with the colleagues.

Growth mindset & development

Curiosity, openness - he/she considers the changes as an opportunity to learn and grow that can benefit his/her professionalism and him/herself, as well.

Self-development - searches the opportunities for professional development.

Change management - follow the new expectations caused by the change with commitment.

Contribution to our information security management system (ISMS)

Exemplary - emphasize devotion to our quality management strategy (ISMS) by setting a good example on a daily basis during work, meetings and make other persons follow it.

Awareness - capable of ensuring the continuous confidentiality, integrity and availability of their owned information assets (data, processes, systems)

Vigilant - having the ability to identify possible violations of policies or attack and act upon accordingly