Customer Solutions Engineer at Abnormal Security

Job Title:

Customer Solutions Engineer

Employer:

Abnormal Security
Job Type: Remote

Location:

United Kingdom
Salary/Rate:
Not Specified
UK Visa Sponsorship:
Not Available

• Serve as a flexible technical resource that Customer Success Managers (CSMs) can involve in challenging or recurring customer situations.
• Handle short-term, project-based technical engagements for customers without a dedicated Technical Account Manager (TAM).
• Partner with CSMs to assess customer technical needs
  .
• Participate in investigative calls and best-practice discussions with customers.
• Determine the appropriate technical next steps for customer issues.
• Lead hands-on platform optimisation
  , including:
  • Configuration reviews.
  • Best-practice setup.
  • Proactive system tuning.
• Help prevent recurring technical issues through proactive optimisation.
• Document session recaps, recommendations and next steps in the CRM.
• Ensure customer recommendations are clearly documented and visible to the wider team.
• Advise customers on underused contracted features
  .
• Identify potential upselling, professional services and deployment opportunities
  .
• Recognise situations that exceed the role’s scope.
• Escalate complex situations to the Critical Situation Manager or Technical Support with a clear, documented hand-off.
• Identify recurring patterns across customer engagements.
• Share insights with Product, Engineering and Customer Success teams to support broader improvements.

• 3+ years of experience in a customer-facing technical role.
• Experience in areas such as:
  • Email infrastructure.
  • IT security or administration.
  • Engineering.
  • Technical support.
• Experience working in enterprise SaaS or cybersecurity
  .
• Strong understanding of Abnormal’s platform and configuration best practices
  .
• Ability to work independently with customers without requiring constant senior technical support.
• Strong technical triage and decision-making skills
  .
• Ability to determine whether an issue requires hands‑on technical assistance or escalation.
• Comfortable joining a customer engagement for a specific project and defined period rather than owning the account permanently.
• Ability to manage multiple concurrent, time‑limited engagements
  .
• Comfortable working across a broad customer portfolio rather than a fixed list of accounts.
• Excellent communication and presentation skills
  .
• Ability to communicate effectively with both technical and business stakeholders
  .
• Comfortable presenting to senior customer stakeholders
  .
• Knowledge of email authentication and delivery protocols
  .
• Familiarity with cloud email platforms such as Microsoft 365 and Google Workspace
  .
• Previous experience working in a floating or pooled technical-resource model
  .
• Experience in areas such as professional services, deployment or solutions engineering is relevant.
• Pre-employment checks conducted in accordance with applicable legislation.
• Employment processes aligned with Abnormal AI’s security and privacy standards
  .

• Pre-employment checks conducted in accordance with applicable legislation.
• Employment processes aligned with Abnormal AI’s security and privacy standards
  .
• Equal opportunity employment
  .