Customer Solutions Engineer

Abnormal AI; United States; On-site; USD 94,000 - 110,000; Full time

Benefits offered by this job

Bonus or incentive compensation

Equity

Comprehensive benefits package

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to provide flexible technical support for customer situations that sit between standard support and a dedicated TAM.

This role partners with CSMs on short-term projects, conducts configuration reviews, best-practice tuning, and proactive optimization to reduce churn and drive product adoption. Strong communication with IT and security teams is essential.

Qualifications

• 3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity.
• Solid grounding in Abnormal's platform and configuration best practices.
• Comfortable engaging with customers for defined engagements and stepping back out.
• Strong triage judgment to decide when hands-on guidance is needed.

Responsibilities

• Serve as a flexible technical resource for challenging or recurring account situations.
• Take on short-term, project-based technical engagements for customers without a dedicated TAM.
• Partner with CSMs to assess customer technical needs and determine the next steps.
• Lead hands-on platform optimization: configuration reviews and best-practice setup.
• Document session recaps and next steps in CRM for clarity and visibility.

Skills

Customer-facing

Email infrastructure

IT security/administration

Enterprise SaaS

Communication

Tools

CRM systems

Job description

Customer Solutions Engineer 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-practice 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-practice 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.

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

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.