EMEA Customer Solutions Engineer — Flexible Tech Resource

Abnormalsecurity

United States

Remote

USD 120,000 - 150,000

Full time

3 days ago

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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.