Customer Solutions Engineer — Platform Optimization & Adoption

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

Benefits offered by this job

Bonus potential

Equity

Benefits package

Job summary

Abnormalsecurity is seeking a Customer Solutions Engineer to act as a flexible, technical resource bridging support and a dedicated TAM. The role partners with CSMs on short-term, project-based engagements to optimize customer configurations and drive product adoption.

You will lead hands-on platform optimization, document findings in CRM, and identify opportunities for feature usage and professional services, while maintaining clear communication with stakeholders.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer-facing experience

Technical communication

Time management

Problem-solving

Stakeholder management

IT security

Enterprise SaaS

Job description

Abnormalsecurity is seeking a Customer Solutions Engineer to act as a flexible, technical resource bridging support and a dedicated TAM. The role partners with CSMs on short-term, project-based engagements to optimize customer configurations and drive product adoption.

You will lead hands-on platform optimization, document findings in CRM, and identify opportunities for feature usage and professional services, while maintaining clear communication with stakeholders.