Customer Solutions Engineer

Abnormal Security

. Serve as a flexible technical resource CSMs can bring into challenging or recurring account situations that a standard support case isn't built to resolve .

Posted 10/8/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer-facing technical roles, particularly in enterprise SaaS and cybersecurity, with a strong focus on platform optimization, configuration best practices, and effective communication with stakeholders. Capable of managing multiple technical engagements while providing hands-on guidance and recognizing when to escalate issues.

Highest-signal resume keywords

Customer-Facing Technical RolePlatform OptimizationEmail Authentication/Delivery ProtocolsExcellent Communication SkillsTechnical Resource Model Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Configuration Best PracticesTriage JudgmentTechnical GuidanceProactive TuningDocumentation Skills

Soft Skills

Relationship ManagementProblem-SolvingAdaptability

Tools & Technologies

Microsoft 365Google WorkspaceCRM Systems

Industry Keywords

Enterprise SaaSCybersecurityTechnical SupportProfessional ServicesSolutions Engineering

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

Serve as a flexible technical resource CSMs can bring into 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 TAM
Partner with CSMs to assess customer technical needs, join investigative or best-practices calls, and determine the right next step
Lead hands-on platform optimization, including configuration reviews, best-practices setup, and proactive tuning that prevents issues from recurring
Document session recaps and next steps in the CRM so recommendations are clear to the customer and visible to the broader team
Advise customers on underused contracted features and flag upsell or professional services/deployment opportunities where relevant
Recognize when a situation exceeds the role's scope and hand it to the Critical Situation Manager or Technical Support with a clear, documented hand-off
Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvement

Requirements

What you’ll need

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

Benefits

Comp & perks

Pre-employment checks in line with prevailing legislation and Abnormal AI's security and privacy standards
Equal opportunity employment