Floating Solutions Engineer for Enterprise SaaS

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

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.