Customer Solutions Engineer (EMEA)

Abnormal Security Corp.; Ireland; On-site; EUR 75,000 - 110,000; Full time

Benefits offered by this job

Healthcare

Flexible PTO

401k

One Medical

Flexible Spending Account

Mental Health Resources

Home Office Stipend

Monthly Internet & Phone Stipend

Health and Wellness Stipend

Job summary

Abnormal Security Corp. is seeking a Customer Solutions Engineer to join the Technical Account Management team. This role acts as a flexible technical resource for engagements that fall between standard support and a dedicated Technical Account Manager.

You will partner with CSMs, lead hands-on platform optimization, and drive proactive improvements across customer engagements. The ideal candidate brings deep technical fluency, strong triage judgement, and superb communication skills to support

Qualifications

• 3+ years in a customer-facing technical role (email infrastructure, IT security/administration, engineering, or technical support) in enterprise SaaS or cybersecurity.
• Strong triage judgment and ability to move between engagements without an existing playbook.
• Excellent communication skills across technical and business stakeholders, including senior customer stakeholders.
• Solid grounding in Abnormal's platform and configuration best practices to work independently.

Responsibilities

• Lead hands-on platform optimization: configuration reviews, best-practices setup, and proactive tuning that prevents issues from recurring.
• Partner with CSMs to assess customer technical needs, join investigative or best-practices calls, and determine the right next step.
• 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 underutilized contracted features and flag upsell or professional services/deployment opportunities where relevant.

Job description

• 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
• 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

Benefits

• Healthcare
• Flexible PTO
• 401k
• One Medical
• Flexible Spending Account
• Mental Health Resources
• Home Office Stipend
• Monthly Internet & Phone Stipend
• Health and Wellness Stipend

The ideal candidate combines deep technical fluency with strong triage judgement and is comfortable moving between engagements without an existing playbookAble to manage multiple concurrent, time-bound engagements across a broad book of business rather than a fixed set of named accounts3+ years in a customer-facing technical role (email infrastructure, IT security/administration, engineering, or technical support) in enterprise SaaS or cybersecurityComfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account-ownership roleStrong triage judgment; able to recognize quickly whether a situation calls for hands-on technical guidance or a more senior technical resourceExcellent communication skills across technical and business stakeholders, including comfort presenting to senior customer stakeholdersSolid grounding in Abnormal's platform and configuration best practices, sufficient to work independently with customers without a senior technical resource in the roomFamiliarity 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