Customer Solutions Engineer, EMEA

Abnormalsecurity; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to augment the Technical Account Management team. This floating technical resource collaborates with CSMs on short-term projects, recurring cases, and proactive platform optimization to prevent issues and drive customer success.

The role emphasizes strong triage judgment, independent work with customers, and clear communication across technical and business stakeholders.

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 to determine when to guide hands-on or involve senior resources.
• Comfortable entering and exiting defined engagements rather than owning accounts.
• Able to manage multiple concurrent, time-bound engagements across a broad book of business.
• Excellent communication across technical and business stakeholders.

Responsibilities

• Serve as a flexible technical resource for challenging or recurring account situations.
• Take on short-term, project-based technical engagements without a dedicated TAM.
• Partner with CSMs to assess customer needs and determine the right next steps.
• Lead hands-on platform optimization: configuration reviews and best-practices setup.
• Document session recaps and next steps in the CRM for clarity and visibility.
• Advise customers on underused features and flag upsell or deployment opportunities.
• Escalate beyond scope to appropriate leadership with clear hand-off.
• Surface patterns across engagements to product/engineering for systemic improvement.

Skills

Customer-facing

SaaS/Cloud

IT security

Communication

Education

Bachelor's degree or equivalent

Tools

CRM systems

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.

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*.