Customer Solutions Engineer (EMEA)

Join Abnormal AI as a Customer Solutions Engineer in the EMEA region. This role involves providing technical support and expertise to customers, partnering with Customer Success Managers, and leading platform optimization efforts. The ideal candidate has 3+ years of experience in a customer-facing technical role, strong communication skills, and a solid understanding of email authentication and cloud email platforms. Benefits include healthcare, flexible PTO, 401k, and more.

Responsibilities

• Serve as a flexible technical resource for 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 Technical Account Manager.
• Lead hands-on platform optimization, configuration reviews, best-practices setup, and proactive tuning that prevents issues from recurring.
• The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook

Requirements

• Able to manage multiple concurrent, time-bound engagements across a broad book of business rather than a fixed set of named accounts
• 3+ years in a customer-facing technical role (email infrastructure, IT security/administration, engineering, or technical support) in enterprise SaaS or cybersecurity
• Comfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account-ownership role
• Strong triage judgment; able to recognize quickly whether a situation calls for hands-on technical guidance or a more senior technical resource
• Excellent communication skills across technical and business stakeholders, including comfort presenting to senior customer stakeholders
• Solid grounding in Abnormal's platform and configuration best practices, sufficient to work independently with customers without a senior technical resource in the room
• 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