Remote opportunity at
AbnormalCustomer Solutions Engineer, EMEA
The Customer Solutions Engineer role on Abnormal's Technical Account Management team is a flexible technical position covering the EMEA region, and the listing is marked remote.…
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About This Role
The Customer Solutions Engineer role on Abnormal's Technical Account Management team is a flexible technical position covering the EMEA region, and the listing is marked remote. It sits between routine support and a permanent technical account manager, giving customers hands-on help for a defined need rather than ongoing ownership of an account. Engineers in this role act as floating specialists who partner with customer success managers for the length of…
Job Description
The Customer Solutions Engineer role on Abnormal's Technical Account Management team is a flexible technical position covering the EMEA region, and the listing is marked remote. It sits between routine support and a permanent technical account manager, giving customers hands-on help for a defined need rather than ongoing ownership of an account.
Engineers in this role act as floating specialists who partner with customer success managers for the length of a specific need. Typical triggers include recurring support cases, requests beyond normal support, and short project-based work. The engineer joins investigation and best-practice calls, decides on the next step, and carries out configuration reviews and proactive tuning to prevent repeat problems.
Other duties include logging session summaries and follow-up actions in the CRM, pointing out underused contracted features, and flagging upsell or services options where they fit. When a situation goes beyond this role, the engineer escalates it to a Critical Situation Manager or to Technical Support with thorough notes. The engineer also brings recurring themes seen across accounts to the product, engineering and customer success groups.
The ideal candidate has three or more years in a client-facing technical job within enterprise SaaS or cybersecurity, drawn from email systems, IT security, administration, engineering or support work. Quick triage judgment is essential, along with the ability to join a customer engagement for a set window and then withdraw from it, and to juggle several time-limited engagements at once. Clear communication with technical staff and senior customer leaders is also required.
Helpful extras include familiarity with email authentication and delivery protocols, experience with Microsoft 365 or Google Workspace, and background in a pooled technical model. A technical bachelor's degree or comparable practical experience is listed as a nice-to-have.
Responsibilities
- Act as a flexible technical resource that CSMs can bring into complex or repeated account issues that standard support cannot resolve
- Handle short, project-based technical work for customers who lack a dedicated technical account manager
- Team with customer success managers to size up needs, sit in on investigation or practice calls, and choose a path forward
- Run hands-on platform reviews of configuration, set up best practices and tune the system to prevent repeat issues
- Log summaries of each session and the follow-up actions in the CRM, visible to the customer and team
- Point out contracted features customers are not using and flag upsell or services options where they fit
- Escalate anything beyond this scope to a Critical Situation Manager or to Technical Support, with thorough notes
- Bring recurring themes seen across accounts to the product, engineering and customer success groups
- Juggle multiple short-term engagements spread over a large portfolio of customers
Requirements
- Three-plus years in a client-facing technical job within enterprise SaaS or cybersecurity, from email systems, IT security, administration, engineering or support work
- Working knowledge of the Abnormal platform and how to configure it well, enough to operate alone with customers
- Good triage judgment to decide quickly whether a case needs hands-on guidance or a senior technical resource
- Willingness to join a customer engagement for a set window and then step away
- Able to handle several concurrent, time-limited engagements across many accounts rather than a fixed set
- Clear communication with technical and business audiences, including senior customer executives
Qualifications
- Familiarity with email authentication and delivery protocols, plus cloud email platforms such as Microsoft 365 or Google Workspace
- Background in a pooled or floating technical model, for example consulting, deployment or pre-sales engineering
- A technical bachelor's degree or comparable practical experience
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this a dedicated account role?
No. The posting describes an engagement-based position rather than ongoing ownership of named accounts.
What experience is required?
Applicants should have at least three years in a technical role that faces customers, in SaaS or security.
Where is the role based?
The posting does not name a country for the role. The listing is marked remote and the title refers to EMEA.
How do I apply?
The posting does not describe application steps in the text provided.
Sample Interview Questions
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