EMEA Customer Solutions Engineer — Flexible Technical Specialist

Abnormal AI; Ireland; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. You will act as a floating technical specialist, partnering with CSMs on short-term, project-based work and recurring support situations that fall outside standard processes.

The role requires deep technical fluency, strong triage judgment, and the ability to move between engagements without a predefined playbook, while delivering clear recommendations and hands-on optimization.

Qualifications

• 3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity.
• Solid grounding in Abnormal's platform and configuration best practices.
• Strong triage judgment; able to recognize quickly whether a situation calls for hands-on technical guidance or a more senior resource.
• Able to manage multiple concurrent, time-bound engagements across a broad book of business.
• Excellent communication skills across technical and business stakeholders.

Responsibilities

• Serve as a flexible technical resource for 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.

Skills

3+ years in a customer-facingtechnical

Strong triage judgment

Excellent communication skills across

Independent hands-on problem solving

Knowledge of enterprise SaaS or cyber

Education

Bachelor's degree in a technical field

Tools

Microsoft 365

Google Workspace

Job description

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. You will act as a floating technical specialist, partnering with CSMs on short-term, project-based work and recurring support situations that fall outside standard processes.

The role requires deep technical fluency, strong triage judgment, and the ability to move between engagements without a predefined playbook, while delivering clear recommendations and hands-on optimization.