# Customer Solutions Engineer, EMEA

**Company**: Abnormal AI
**Location**: Remote - UK
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/abnormalsecurity/jobs/8016874003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_09577dca-ac2

## Description

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.

As a Customer Solutions Engineer, you will serve as a flexible technical resource for Customer Success Managers (CSMs) to bring into challenging or recurring account situations that a standard support case isn't built to resolve. You will take on short-term, project-based technical engagements for customers without a dedicated Technical Account Manager.

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.

Requirements:

- 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

## Skills

### Required
- email infrastructure
- IT security/administration
- engineering
- technical support
- Abnormal's platform

### Nice to have
- email authentication/delivery protocols
- cloud email platforms (Microsoft 365, Google Workspace)
- floating/pooled technical resource model

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/abnormalsecurity/jobs/8016874003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)