Senior Solutions Architect driving architecture of automation and AI solutions for Plusgrade. Fostering organizational productivity through innovative technology and hands - on implementation.
About the role
- Technical Solutions Engineer providing support and solution-oriented guidance for customer challenges at Tresorit. Collaborating with internal teams and customers to ensure success in secure digital solutions.
Responsibilities
- 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.
- 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.
Requirements
- Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology, or a related field
- 3–5+ years of experience in pre-sales engineering, solution architecture, technical consulting, or senior technical support roles within a B2B or SaaS environment
- 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
- Experience responding to RFx processes, security assessments, and compliance-related inquiries
- 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.
Benefits
- Cafeteria-system
- annual bonus
- private health insurance plan
- gym subsidies
- free mobile subscription
- learning and self-development opportunities
- flexible working hours & hybrid working conditions
- paid parental leave
- in-office snacks & beverages
- team building days
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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