Customer Solutions Engineer, EMEA

About the role

Act as a floating technical specialist who supports customer success managers during specific, time-bound needs that fall between routine support and a dedicated technical account manager. The work spans troubleshooting, platform tuning and short project engagements.

What you will do

• Step into challenging or recurring account situations that standard support cannot resolve
• Handle short-term, project-based technical work for customers who lack a dedicated technical account manager
• Assess customer technical needs with success managers, join calls and agree the next step
• Run configuration reviews, set up best practices and tune the platform proactively to stop issues recurring
• Record session summaries and next steps in the CRM so recommendations stay clear and visible
• Point customers to underused contracted features and flag upsell or deployment opportunities

What they look for

• Three or more years in a customer-facing technical role such as email infrastructure, IT security or administration, engineering or technica
• Enough grounding in the platform and its configuration best practices to work with customers independently
• Strong triage judgment to tell when hands-on guidance suffices and when a senior resource is needed
• Comfort entering a customer relationship for a defined engagement and then stepping back out
• Excellent communication with technical and business stakeholders, including presenting to senior customer contacts

Nice to have

• Familiarity with email authentication and delivery protocols and with cloud email platforms such as Microsoft 365 and Google Workspace
• Prior experience in a pooled or floating technical resource model such as professional services, deployment or solutions engineering
• A technical degree or equivalent hands-on experience