Customer Solutions Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as a versatile technical asset that Customer Success Managers (CSMs) can utilize during complex or recurring account challenges that a typical support case cannot address.

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

• Collaborate with CSMs to evaluate customer technical requirements, participate in investigative or best-practices discussions, and identify appropriate next steps.

• Oversee hands-on platform optimization, which includes configuration assessments, best-practices implementation, and proactive adjustments to avert recurring issues.

• Record session summaries and subsequent actions in the CRM to ensure that recommendations are clear for the customer and visible to the wider team.

• Guide customers on underutilized contracted features and identify opportunities for upselling or professional services/deployment as necessary.

• Identify when a scenario surpasses the role's limits and transfer it to the Critical Situation Manager or Technical Support with a well-documented hand-off.

• Highlight trends across engagements to Product, Engineering, and Customer Success teams to promote systemic enhancements.

⛳️ Requirements

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

• Strong understanding of Abnormal's platform and configuration best practices, allowing for independent work with customers without the need for a senior technical presence.

• Exceptional triage skills; capable of swiftly determining whether a situation requires hands-on technical assistance or a more senior technical resource.

• Comfortable engaging in a customer relationship for a specific project and then stepping back; this role does not involve ongoing account ownership.

• Proficient in managing multiple simultaneous, time-sensitive engagements across a diverse portfolio rather than a fixed set of assigned accounts.

• Outstanding communication abilities with both technical and business stakeholders, including the ability to present effectively to senior customer representatives.

• Knowledge of email authentication and delivery protocols, as well as familiarity with cloud email platforms (Microsoft 365, Google Workspace).

• Previous experience in a floating or pooled technical resource model (e.g., professional services, deployment, or solutions engineering).

🏝️ Benefits

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

• Commitment to equal opportunity employment.