Customer Solutions Engineer, EMEA
Abnormal Security14 hours ago
Remote, United KingdomMid Level
Responsibilities
- Serve as a flexible technical resource for challenging or recurring customer account situations.
- Lead short-term, project-based technical engagements for customers without a dedicated Technical Account Manager.
- Assess customer technical needs with CSMs and participate in investigative and best-practices calls.
- Perform hands-on platform optimization through configuration reviews, best-practices setup, and proactive tuning.
- Document session recaps, recommendations, and next steps in the CRM.
- Advise customers on underused contracted features and identify potential upsell or professional services opportunities.
- Escalate situations beyond scope to Critical Situation Management or Technical Support with documented handoffs.
- Surface recurring patterns to Product, Engineering, and Customer Success for systemic improvement.
Requirements
- At least 3 years of experience in a customer-facing technical role such as email infrastructure, IT security or administration, engineering, or technical support within enterprise SaaS or cybersecurity.
- Sufficient knowledge of Abnormal's platform and configuration best practices to work independently with customers.
- Strong triage judgment and ability to determine when hands-on guidance or escalation is appropriate.
- Ability to manage multiple concurrent, time-bound engagements across a broad customer base.
- Excellent communication and presentation skills with technical and senior business stakeholders.
- Familiarity with email authentication and delivery protocols and cloud email platforms such as Microsoft 365 and Google Workspace is preferred.
- Experience in a floating technical resource model, professional services, deployment, or solutions engineering is preferred.
- 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.