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Customer Solutions Engineer, EMEA

Abnormal AI· Professional Services & Deployment
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Hybrid (UK)full-timePosted 2w ago

About the role

Floating technical specialist role within the Technical Account Management team to support customers between standard support and a dedicated Technical Account Manager, focusing on short-term engagements, platform optimization, and cross-functional collaboration.

Responsibilities

  • Serve as a flexible technical resource for CSMs in challenging or recurring account situations not resolved by standard support
  • 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 to prevent recurring issues
  • Document session recaps and next steps in the CRM for clear recommendations to customers and visibility to the broader team
  • Advise customers on underused contracted features and flag upsell or professional services/deployment opportunities where relevant
  • Escalate to the Critical Situation Manager or Technical Support when a situation exceeds this role's scope with a clear hand-off
  • Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvement

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 to work independently with customers
  • Strong triage judgment; ability to determine when hands-on guidance vs. senior resource is needed
  • Comfortable entering and exiting a defined engagement without standing account ownership
  • Ability to manage multiple concurrent, time-bound engagements across a broad book of business
  • Excellent communication skills across technical and business stakeholders, including senior customer stakeholders

Skills

Required:Customer-facing technical proficiencyPlatform configuration and optimizationCommunication with stakeholders
Last updated Oct 10, 2026. Interested? Apply on the company site.

About Abnormal AI

The Behavioral Security Platform for the AI era.

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