Customer Solutions Engineer

This is a fully remote position, open to applicants in Ireland, +1 more country.

📋 Description

• Act as a versatile technical resource for complex or recurring account challenges.

• Engage in short-term, project-based technical initiatives for clients lacking a dedicated Technical Account Manager (TAM).

• Collaborate with Customer Success Managers (CSMs) to evaluate customer technical requirements and outline subsequent actions.

• Spearhead hands-on platform optimization, encompassing configuration assessments, implementation of best practices, and proactive adjustments.

• Record session summaries and follow-up actions in the Customer Relationship Management (CRM) system.

• Guide clients on underutilized contracted features and identify potential upsell or professional services/deployment opportunities.

• Escalate cases that exceed scope to the Critical Situation Manager or Technical Support with a formal hand-off.

• Identify trends across engagements to inform Product, Engineering, and Customer Success teams for systemic enhancements.

⛳️ Requirements

• Minimum of 3 years in a customer-facing technical position (such as email infrastructure, IT security/administration, engineering, or technical support) within enterprise SaaS or cybersecurity.

• Strong understanding of Abnormal's platform and configuration best practices.

• Excellent judgment in triage scenarios.

• Capable of engaging with customer relationships for specified projects and then transitioning out as needed.

• Skilled in managing multiple simultaneous, time-sensitive projects across a diverse client portfolio.

• Exceptional communication abilities with both technical and business stakeholders, including presenting information to senior customer representatives.

• Preferred familiarity with email authentication/delivery protocols and cloud email services (Microsoft 365, Google Workspace).

• Prior experience in a floating/pooled technical resource environment is preferred.

• Bachelor's degree in a technical discipline or equivalent practical experience is preferred.

🏝️ Benefits

• Pre-employment checks conducted in accordance with applicable laws and Abnormal AI's security and privacy protocols.

• Commitment to equal opportunity employment.