Customer Solutions Engineer

Socket.dev; United States; On-site; USD 94,000 - 110,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to provide hands-on platform expertise for short-term, project-based engagements alongside CSMs. You will drive adoption, optimize configurations, and help prevent churn through expert technical guidance.

This role emphasizes collaboration with enterprise IT teams, clear communication, and the ability to manage multiple engagements concurrently. Base salary ranges are disclosed, with potential for bonus and comprehensive benefits.

Qualifications

• 3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity.
• Solid grounding in Abnormal's platform and configuration best practices.
• Engage on defined engagements and step back when completed.
• Strong triage judgment for hands-on guidance vs senior resources.
• Excellent communication with technical and business stakeholders.
• Strong planning and time-management to handle multiple engagements.

Responsibilities

• Serve as a flexible technical resource for challenging account situations.
• Lead short-term, project-based technical engagements without a dedicated TAM.
• Partner with CSMs to assess technical needs and determine next steps.
• Lead hands-on platform optimization: configuration reviews and best practices.
• Document session recaps and next steps in CRM for clarity.
• Advise customers on underused features and flag upsell opportunities.
• Escalate to the appropriate team when scope is exceeded with a proper hand-off.
• Identify recurring themes to drive product improvements.

Skills

Customer-facing

IT security

Email infra

Communication

Time management

SaaS/cybersecurity

Tools

CRM

Job description

Customer Solutions Engineers give Abnormal a flexible, technical resource for situations that fall between standard support and a long term, dedicated Technical Account Manager. These engineers are floating technical specialists who partner with our CSM’s for the duration of a specific need and then step out, providing hands‑on platform expertise, training, and optimization. For instance, these resources can be engaged when a customer needs a short‑term, project‑based technical engagement (configuration optimization, best‑practices review, post‑deployment tune‑up), or a CSM needs a consultative technical resource to work a tricky or recurring situation beyond what a standard support case can resolve.

The Customer Solutions Engineer is a complex and dynamic customer facing role with a focus on churn mitigation, product adoption, and optimization of customer configurations. It requires an individual with expert technical orientation, sound time management skills, a thorough understanding of the challenges and expectations of corporate IT teams, the ability to communicate clearly verbally and written, and an aura of expertise and authority regarding Abnormal products, services, and best practices.

What they 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 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 — recurring technical themes, segment‑level gaps — to Product, Engineering, and Customer Success to drive systemic improvement.

Essential Skills and Experience:

• 3+ years in a customer‑facing technical role, including 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.
• Comfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account‑ownership role.
• Strong triage judgment — able to recognize quickly whether a situation calls for hands‑on technical guidance or a more senior technical resource.
• 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.
• Strong planning and time‑management skills to move fluidly between engagements without losing continuity for the customer.
• Empathy-driven, ownership mentality — comfortable jumping into ambiguous, unfamiliar technical situations without an existing playbook.

#LI-MC2

Actual compensation will be determined based on several non‑discriminatory factors including skills, experience, qualifications, and geographic location.In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range: $93,500 — $110,000 USD

AI and our hiring 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 identify 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.

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.