EMEA Customer Solutions Engineer (Remote)

Abnormal; United States; Remote; USD 100,000 - 165,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. This role provides a flexible, technical resource for needs that sit between standard support and a dedicated TAM, partnering with CSMs for defined engagements.

You will perform hands-on platform optimization, configuration reviews, and proactive tuning, document session outcomes in the CRM, and surface upsell or deployment opportunities while ensuring smooth hand-offs when scope exceeds this role.

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; 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.

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.

Skills

Customer-facing tech

Email infrastructure

IT security

Engineering background

Technical support experience

Enterprise SaaS knowledge

Education

Bachelor’s degree in a technical field

Job description

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. This role provides a flexible, technical resource for needs that sit between standard support and a dedicated TAM, partnering with CSMs for defined engagements.

You will perform hands-on platform optimization, configuration reviews, and proactive tuning, document session outcomes in the CRM, and surface upsell or deployment opportunities while ensuring smooth hand-offs when scope exceeds this role.