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Customer Solutions Engineer, EMEA

Abnormal AI· Professional Services & Deployment
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Remotefull-timePosted 2w ago

About the role

Floating technical resource for situations between standard support and a long-term Technical Account Manager. Partners with CSMs to address recurring or short-term project-based needs, with hands-on platform optimization and proactive guidance.

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.

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

Skills

Required:Customer-facing technical communicationTriage and prioritization
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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