Lead Solutions Engineer
Exotec
Customer Solutions Engineer, EMEA
Abnormal· DevOps and Sysadmin
About this role
Headquarters: Remote - Ireland
About the Role
Abnormal AI is looking for a Customer Solutions Engineer to join the Technical Account Management team. This role gives Abnormal a flexible, technical resource for situations that fall between standard support and a long-term, dedicated Technical Account Manager. Customer Solutions Engineers are floating technical specialists who partner with CSMs for the duration of a specific need, triggered by things like recurring support cases, asks beyond the typical support experience, or short-term project-based work. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.
What you will do
- 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: 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 this 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.
Must Haves
- 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
Nice to Have
- 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
#LI-AA1
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
To apply: https://weworkremotely.com/remote-jobs/abnormal-customer-solutions-engineer-emea
Frequently Asked Questions
Is the salary disclosed for the Customer Solutions Engineer, EMEA position at Abnormal?
The salary for this Customer Solutions Engineer, EMEA role at Abnormal is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the Customer Solutions Engineer, EMEA job at Abnormal remote?
Yes, this Customer Solutions Engineer, EMEA position at Abnormal is remote, with team members based in Anywhere in the World, Remote. You can work from home or anywhere in the supported regions.
Is the Customer Solutions Engineer, EMEA role at Abnormal full-time or part-time?
This is listed as a Full Time position. It is posted as a Customer Solutions Engineer, EMEA role in the DevOps and Sysadmin department at Abnormal.
Which team or department does the Customer Solutions Engineer, EMEA at Abnormal belong to?
This Customer Solutions Engineer, EMEA position is part of the DevOps and Sysadmin department at Abnormal. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Solutions Engineer, EMEA position at Abnormal?
Click the "Apply Now" button on this page. You will be redirected to Abnormal's official application portal hosted on weworkremotely where you can submit your application directly.
When was the Customer Solutions Engineer, EMEA job at Abnormal posted?
This Customer Solutions Engineer, EMEA position at Abnormal was posted on Oct 15, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Solutions Engineer, EMEA
Abnormal
You'll be redirected to Abnormal's official application page on weworkremotely.