Customer Solutions Engineer, EMEA
A
Abnormal AICybersecurity SaaS
Remote - UKFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years in a customer-facing technical role
- Required Skills
- CybersecurityTechnical supportCRM
Requirements
- Have 3+ years of experience in a customer-facing technical role in enterprise SaaS or cybersecurity.
- Bring experience in email infrastructure, IT security/administration, engineering, or technical support.
- Have a solid grounding in Abnormal's platform and configuration best practices to work independently with customers.
- Use sound triage judgment to identify when hands-on technical guidance or a more senior technical resource is appropriate.
- Be comfortable joining a customer relationship for a defined engagement and stepping back out, without standing account ownership.
- Manage multiple concurrent, time-bound engagements across a broad book of business.
- Communicate effectively with technical and business stakeholders, including senior customer stakeholders.
- Preferred: Familiarity with email authentication and delivery protocols and cloud email platforms such as Microsoft 365 or Google Workspace.
- Preferred: Experience in a floating or pooled technical resource model, such as professional services, deployment, or solutions engineering.
- Preferred: Bachelor's degree in a technical field or equivalent hands-on experience.
Responsibilities
- Provide flexible technical support for challenging or recurring account situations in partnership with CSMs.
- Take on short-term, project-based technical engagements for customers without a dedicated TAM.
- Assess customer technical needs with CSMs, join investigative or best-practices calls, and determine next steps.
- Review configurations, guide best-practices setup, and proactively tune the platform to prevent recurring issues.
- Document session recaps and next steps in the CRM.
- Advise customers on underused contracted features and flag relevant upsell or professional services/deployment opportunities.
- Hand off situations outside the role's scope to the Critical Situation Manager or Technical Support with clear documentation.
- Share patterns across engagements with Product, Engineering, and Customer Success.
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