Customer Solutions Engineer

About the role

The Customer Solutions Engineer acts as a flexible technical resource within the Technical Account Management team, bridging the gap between standard support and dedicated account management. This role involves managing short-term, project-based technical engagements, providing platform optimization, and partnering with Customer Success Managers to resolve complex customer needs. The ideal candidate is a technical specialist capable of navigating diverse engagements without a fixed playbook.

Responsibilities

• Serve as a flexible technical resource CSMs can bring into challenging or recurring account situations that a standard support case isn't built to resolve.
• Take on short-term, project-based technical engagements for customers without a dedicated TAM.
• Partner with CSMs to assess customer technical needs, join investigative or best-practices calls, and determine the right next step.
• Lead hands-on platform optimization: configuration reviews, best-practices setup, and proactive tuning that prevents issues from recurring.
• Document session recaps and next steps in the CRM so recommendations are clear to the customer and visible to the broader team.
• Advise customers on underused contracted features and flag upsell or professional services/deployment opportunities where relevant.
• Recognize when a situation exceeds this role's scope and hand it to the Critical Situation Manager or Technical Support with a clear, documented hand-off.
• Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvement.

Required skills

• Enterprise SaaS
• Cybersecurity
• Email infrastructure
• IT security
• Technical support
• Triage
• Platform configuration

Nice to have

• Email authentication
• Microsoft 365
• Google Workspace
• Professional services
• Deployment
• Solutions engineering

Qualifications

• 3+ years in a customer-facing technical role
• Bachelor's degree in a technical field or equivalent hands-on experience