Customer Solutions Engineer, EMEA

Abnormal

Ireland

Remote

Who this role is best for

Geared toward technically fluent professionals comfortable with hands-on platform optimization and collaborative problem-solving, working remotely in the EMEA region with a focus on enterprise SaaS and cybersecurity.

Best fit for

Candidates with experience in enterprise SaaS or cybersecurity and a track record of handling short-term technical engagements.
— “3+ years in a customer-facing technical role (email infrastructure, IT security/administration, engineering, or technical support) in enterprise SaaS or cybersecurity”
Individuals who can act as a flexible resource and transition between customer engagements without long-term ownership.
— “Comfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account-ownership role”
Professionals who can identify systemic patterns and translate them into actionable feedback for product and engineering teams.
— “Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvement”

Things to consider

This role demands managing multiple time-bound engagements across a broad range of accounts, not a fixed set of clients.
— “Able to manage multiple concurrent, time-bound engagements across a broad book of business”
The role requires independent technical judgment and the ability to work alone with customers.
— “Solid grounding in Abnormal's platform and configuration best practices, sufficient to work independently with customers”

How to stand out

Highlight experience in handling complex technical customer issues and delivering clear, documented recommendations.
— “Document session recaps and next steps in the CRM so recommendations are clear to the customer”
Emphasize skills in triage and decision-making about when to escalate to senior resources.
— “Strong triage judgment; able to recognize quickly whether a situation calls for hands-on technical guidance”
Showcase ability to collaborate with CSMs and deliver technical insights to business stakeholders.
— “Excellent communication skills across technical and business stakeholders”
Demonstrate adaptability in stepping into and out of customer relationships for defined projects.
— “Comfortable stepping into a customer relationship for a defined engagement and stepping back out”
Include examples of identifying underused features and proposing upsell or professional services opportunities.
— “Advise customers on underused contracted features and flag upsell or professional services/deployment opportunities”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Resolve challenging or recurring account situations
Lead hands-on platform optimization
Advise customers on underused features

Typical background

3+ years in a customer-facing technical role

Skills & requirements

Required

Customer-facing Technical RoleEmail InfrastructureIT SecurityTechnical SupportPlatform OptimizationConfiguration ReviewsBest-practices Setup

Preferred

Email Authentication/delivery ProtocolsCloud Email PlatformsFloating/pooled Technical Resource Model

Stack & domain

Email InfrastructureIT Security/administrationEngineeringTechnical SupportPlatform OptimizationConfiguration ReviewsBest-practices SetupProactive TuningTriage JudgmentCommunication SkillsSaasCybersecurity

About the role

Original posting from Abnormal

About the Role
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. Customer Solutions Engineers are floating technical specialists who partner with CSMs for the duration of a specific need, triggered by things like recurring support cases, asks beyond the typical support experience, or short-term project-based work. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.
What you will do
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.
Must Haves
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
#LI-AA1
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

Source: Abnormal careers