Customer Solutions Engineer

Abnormal; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. This role provides a flexible, technical resource for situations between standard support and a dedicated TAM. You will partner with CSMs on defined engagements and drive platform optimization.

The candidate should have 3+ years in a customer-facing technical role, strong triage judgment, and excellent communication skills to collaborate with senior stakeholders.

Qualifications

• 3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity.
• Solid grounding in Abnormal's platform and configuration best practices.
• Strong triage judgment and ability to work independently with customers.
• Able to manage multiple concurrent engagements across a broad book of business.
• Excellent communication with technical and business stakeholders.

Responsibilities

• Serve as a flexible technical resource for CSMs on challenging or recurring account situations.
• Lead short-term, project-based technical engagements for customers without a dedicated TAM.
• Partner with CSMs to assess customer needs and determine the right next steps.
• Lead hands-on platform optimization: configuration reviews and best-practices setup.
• Document session recaps and next steps in the CRM for visibility.
• Advise customers on underused features and flag upsell or deployment opportunities.
• Escalate out-of-scope issues to the Critical Situation Manager or Technical Support with a clear hand-off.
• Identify patterns across engagements to drive product, engineering, and success improvements.

Skills

Customer-facing experience

Triage judgment

Excellent communication

Multi-engagement management

Public speaking

Education

Bachelor's degree in a technical field

Tools

Microsoft 365

Google Workspace

Email authentication protocols

Job description

Описание:

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.

Задачи:

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

Требования:

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

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.