Customer Solutions Engineer, EMEA
Abnormal Security14 hours ago
Remote, IrelandMid Level
Responsibilities
- Serve as a flexible technical resource for challenging or recurring customer situations beyond standard support.
- Lead short-term, project-based technical engagements for customers without a dedicated Technical Account Manager.
- Partner with Customer Success Managers to assess technical needs, investigate issues, and recommend next steps.
- Perform hands-on platform optimization through configuration reviews, best-practice setup, and proactive tuning.
- Document session recaps, recommendations, and next steps in the CRM.
- Advise customers on underused contracted features and identify upsell, professional services, or deployment opportunities.
- Escalate out-of-scope situations to Critical Situation Management or Technical Support with documented handoffs.
- Surface recurring patterns to Product, Engineering, and Customer Success to drive systemic improvements.
Requirements
- At least 3 years of customer-facing technical experience in enterprise SaaS or cybersecurity, such as email infrastructure, IT security or administration, engineering, or technical support.
- Sufficient familiarity with Abnormal's platform and configuration best practices to work independently with customers.
- Strong triage judgment and the ability to determine when hands-on guidance or escalation is needed.
- Ability to manage multiple concurrent, time-bound engagements across a broad customer portfolio.
- Excellent communication skills with technical and business stakeholders, including senior customer contacts.
- Familiarity with email authentication and delivery protocols and cloud email platforms such as Microsoft 365 and Google Workspace is preferred.
- Experience with a floating or pooled technical resource model, professional services, deployment, or solutions engineering is preferred.
- A bachelor's degree in a technical field or equivalent hands-on experience is preferred.
Categories
Solutions Engineering
About Abnormal Security
Abnormal Security builds an AI-based cloud email and SaaS security platform for enterprises, preventing phishing, business email compromise, and account takeover. Its products integrate natively with Microsoft 365, Google Workspace, and other business apps, delivered as a subscription service. Founded in 2018 and headquartered in Las Vegas, Nevada, the privately held company focuses on securing large organizations’ email and connected applications.