Customer Solutions Engineer, EMEA

Abnormal AI is seeking a Customer Solutions Engineer to join its Technical Account Management team. This role involves serving as a flexible technical resource for Customer Success Managers (CSMs) in situations that require technical expertise beyond standard support.

Responsibilities

• Provide technical support for complex customer situations that require a high level of technical expertise
• Conduct short-term, project-based technical engagements for customers without a dedicated Technical Account Manager
• Collaborate with CSMs to assess customer technical needs and determine the best course of action
• Optimize platform configuration, perform best-practices setup, and proactive tuning to prevent recurring issues
• Document session recaps and next steps in the CRM for clear communication with customers and the broader team
• Identify opportunities for upselling or professional services and notify relevant teams
• Escalate situations that exceed the role's scope to the Critical Situation Manager or Technical Support
• Analyze patterns across engagements to drive systemic improvements

Requirements

• 3+ years of experience in a customer-facing technical role (email infrastructure, IT security/administration, engineering, or technical support) in enterprise SaaS or cybersecurity
• Solid understanding of Abnormal's platform and configuration best practices
• Strong triage judgment and ability to recognize when a situation requires hands-on technical guidance or a more senior technical resource
• Excellent communication skills for presenting to senior customer stakeholders
• Ability to manage multiple concurrent engagements across a broad portfolio of customers

Nice to Have

• Familiarity with email authentication/delivery protocols and cloud email platforms (Microsoft 365, Google Workspace)
• 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