Provide fast, technical, high-quality help to our customers in real time
Be in our shared Slack channels and ticket queue, responding to customers within minutes (yes, minutes)
Troubleshoot product issues, investigate bugs, and work with engineering to get them fixed fast
Guide customers on best practices and unblock them during critical moments (like audits or security reviews)
Write and maintain internal knowledge base articles and external product documentation
Act as the voice of the customer — surfacing pain points, feedback, and product gaps to the team
Proactively identify recurring issues and work with engineering to fix root causes

2+ years in customer support, solutions engineering, or a technical-facing role at a SaaS company
Comfortable in real-time support — Slack, Pylon
Strong communicator: clear, friendly, and confident with both technical and non-technical users
Fast-moving and calm under pressure — especially during critical customer issues
Meticulous with follow-through: nothing slips through the cracks
A team player with high empathy and a genuine desire to help people succeed
Huge plus if you have GRC experience in the past.

European Solutions Engineer

Key skills