Customer Solutions Engineer, EMEA

Abnormal AI; United Kingdom; On-site; GBP 60,000 - 90,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team in the United Kingdom. The role provides a flexible technical resource to support situations between standard support and a dedicated TAM, working with Customer Success Managers on a range of engagements.

You will bring 3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity, strong platform knowledge, and excellent communication to triage issues and propose practical next

Qualifications

• 3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity.
• Solid grounding in Abnormal's platform and configuration best practices to work independently with customers.
• Strong triage judgment to decide between hands-on guidance or senior resource.
• Comfortable entering and exiting customer relationships for defined engagements.
• Able to manage multiple concurrent engagements across a broad book of business.
• Excellent communication skills across technical and business stakeholders.

Responsibilities

• Serve as a flexible technical resource for CSMs in challenging or recurring account situations.
• Take on short-term, project-based technical engagements for customers without a dedicated TAM.
• Partner with CSMs to assess customer technical needs and determine next steps.
• Lead hands-on platform optimization including configuration reviews and best-practices setup.
• Document session recaps and next steps in the CRM for clear recommendations.
• Advise customers on underused features and flag upsell or deployment opportunities.
• Recognize when the situation exceeds this role and hand off clearly to the appropriate team.
• Surface patterns across engagements to drive systemic product improvements.

Skills

Customer-facing tech

Platform knowledge

Triage judgment

Communication skills

Time management

Education

Bachelor's degree

Tools

Email platforms

Job description

About The Role

Abnormal AI is looking for a Customer Solutions Engineer to join the Technical Account Management team. This role gives Abnormal a flexible, technical resource for situations that fall between standard support and a long-term, dedicated Technical Account Manager. Customer Solutions Engineers are floating technical specialists who partner with CSMs for the duration of a specific need, triggered by things like recurring support cases, asks beyond the typical support experience, or short-term project-based work. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.

About The Role

Abnormal AI is looking for a Customer Solutions Engineer to join the Technical Account Management team. This role gives Abnormal a flexible, technical resource for situations that fall between standard support and a long-term, dedicated Technical Account Manager. Customer Solutions Engineers are floating technical specialists who partner with CSMs for the duration of a specific need, triggered by things like recurring support cases, asks beyond the typical support experience, or short-term project-based work. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.

What you will do

• 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.

Must Haves

• 3+ years in a customer-facing technical role (email infrastructure, IT security/administration, engineering, or technical support) in enterprise SaaS or cybersecurity
• Solid grounding in Abnormal's platform and configuration best practices, sufficient to work independently with customers without a senior technical resource in the room
• Strong triage judgment; able to recognize quickly whether a situation calls for hands-on technical guidance or a more senior technical resource
• Comfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account-ownership role
• Able to manage multiple concurrent, time-bound engagements across a broad book of business rather than a fixed set of named accounts
• Excellent communication skills across technical and business stakeholders, including comfort presenting to senior customer stakeholders

Nice to Have

• Familiarity with email authentication/delivery protocols and cloud email platforms (Microsoft 365, Google Workspace)
• Prior experience in a floating/pooled technical resource model (e.g., professional services, deployment, or solutions engineering)
• Bachelor's degree in a technical field, or equivalent hands-on experience

A note on AI in our process

Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.