EMEA Customer Solutions Engineer – Flexible Technical Resource

Remote Worker LTD.; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. This flexible, project-based role supports CSMs on short-term engagements and recurring issues, blending deep technical fluency with triage judgment.

You will handle hands-on platform optimization, document outcomes in CRM, advise on underused features, and escalate when scope expires. Strong communication with stakeholders across levels is essential.

Qualifications

• 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; not a standing account-ownership role
• Able to manage multiple concurrent, time-bound engagements across a broad book of business
• Excellent communication skills across technical and business stakeholders, including comfort presenting to senior customer stakeholders

Responsibilities

• 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

Job description

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. This flexible, project-based role supports CSMs on short-term engagements and recurring issues, blending deep technical fluency with triage judgment.

You will handle hands-on platform optimization, document outcomes in CRM, advise on underused features, and escalate when scope expires. Strong communication with stakeholders across levels is essential.