Job
- Level
- Erfahren
- Job Feld
- IT, Support, Security
- Anstellung
- Vollzeit
- Vertragsart
- Unbefristetes Dienstverhältnis
- Ort
- München
- Arbeitsmodell
- Hybrid, Onsite
Job Zusammenfassung
In dieser Position löst du komplexe technische Herausforderungen, führst tiefgehende Analysen durch und berätst Kunden zu Best Practices für ihre IT-Architekturen. Du arbeitest eng mit verschiedenen Teams zusammen und förderst die technische Implementierung.
Deine Rolle im Team
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Unsere Erwartungen an dich
Ausbildung
- Bachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field.
Qualifikationen
- 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.
- 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.
Erfahrung
- 3-5+ years of experience in pre-sales engineering, solution architecture, technical consulting, or senior technical support roles within a B2B or SaaS environment.
- Experience responding to RFx processes, security assessments, and compliance-related inquiries.
Unser Angebot
- Competitive base salary with a wide range of extra benefits, like Workation opportunity.
- Learning and self-development support.
- Team building activities.
- Remote workplace.
- Competitive salary (with Cafeteria).
- 5 free exclusive Tresorit subscription for your family&friends.
- Employee mobile subscription.
- Flexible working hours.
- 5 weeks fully paid parental leave.
- Mental wellbeing support.
Benefits
Work-Life-Integration
Themen mit denen du dich im Job beschäftigst
Job Standorte
Das ist dein Arbeitgeber
Tresorit
Die Tresorit AG, ansässig in Zürich, Schweiz, stellt eine sichere Cloudlösung mit Zero-Knowledge-Verschlüsselung bereit. Diese Plattform ermöglicht es Unternehmen, Teams und Einzelpersonen, vertrauliche Dateien sicher zu speichern, zu synchronisieren und zu teilen. Tresorit bedient Branchen wie IT, Recht und Finanzen und hat Niederlassungen in Deutschland und Ungarn.
Description
- Unternehmenstyp
- Etablierte Firma
- Arbeitsmodell
- Hybrid, Onsite
- Branche
- Internet, IT, Telekom
Technical Solutions Engineer
- Ort
- München
- Arbeitsmodell
- Hybrid, Onsite
- Diversität
- Für alle Personen geeignet (m/w/d)
