Job
- Level
- Experienced
- Job Field
- IT, Support, Security
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Munich
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you resolve complex technical challenges, conduct deep analyses, and advise customers on best practices for their IT architectures. You collaborate closely with different teams and promote technical implementation.
Your role in the 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.
- Leiten Sie tiefgehende technische Fehlerbehebung bei Geräten, APIs und Drittanbieterintegrationen.
- 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.
- Create 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.
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Our expectations of you
Education
- Bachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field.
Qualifications
- 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.
Experience
- 3-5+ Jahre Erfahrung im Bereich Pre-Sales Engineering, Lösungsarchitektur, technische Beratung oder in leitenden technischen Supportrollen innerhalb eines B2B- oder SaaS-Umfelds.
- Experience responding to RFx processes, security assessments, and compliance-related inquiries.
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What we offer
- 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 subscriptions for your family & friends.
- Employee mobile subscription.
- Flexible working hours.
- 5 weeks fully paid parental leave.
- Support for mental wellbeing.
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Tresorit
Tresorit AG, based in Zurich, Switzerland, provides a secure cloud solution with zero-knowledge encryption. This platform enables businesses, teams, and individuals to securely store, synchronize, and share sensitive files. Tresorit serves industries such as IT, legal, and finance, and has locations in Germany and Hungary.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Solutions Engineer
- Location
- Munich
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
