Information at a Glance 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, Comput

Technikai megoldás-mérnök (Technical Solutions Engineer)