Platform Solutions Engineer for Customer Success

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

Benefits offered by this job

Bonus potential

Equity

Benefits package

Job summary

Abnormal AI is seeking a Customer Solutions Engineer to join a flexible, technical resource pool for engagements between support and a dedicated TAM. You will partner with CSMs on short-term, project-based work, delivering hands-on platform expertise, configuration reviews, and optimization.

The role requires 3+ years in a customer-facing technical position (enterprise SaaS or cybersecurity), strong communication, and the ability to manage multiple time-bound engagements.

Qualifications

• 3+ years in a customer-facing technical role (enterprise SaaS or cybersecurity).
• Solid grounding in Abnormal's platform and configuration best practices.
• Comfortable entering and exiting defined engagements; not a standing account-ownership role.
• Strong triage judgment to determine hands-on guidance vs senior resources.
• Able to manage multiple concurrent, time-bound engagements across a broad book of business.
• Excellent communication with technical and business stakeholders, including senior customers.
• Strong planning and time-management skills to move between engagements without losing continuity.
• Empathy-driven ownership mentality and ability to handle ambiguous technical situations.

Responsibilities

• Serve as a flexible technical resource for challenging or recurring account situations with CSMs.
• Take on short-term, project-based technical engagements without a dedicated TAM.
• Assess customer technical needs with CSMs and determine the right next steps.
• Lead hands-on platform optimization: configuration reviews, best-practices setup, proactive tuning.
• Document session recaps and next steps in CRM for clarity and visibility.
• Advise on underused features and flag upsell or professional services opportunities.
• Escalate to the Critical Situation Manager or Technical Support with a clear hand-off.
• Surface recurring themes to Product, Engineering, and Customer Success to drive improvements.

Job description

Abnormal AI is seeking a Customer Solutions Engineer to join a flexible, technical resource pool for engagements between support and a dedicated TAM. You will partner with CSMs on short-term, project-based work, delivering hands-on platform expertise, configuration reviews, and optimization.

The role requires 3+ years in a customer-facing technical position (enterprise SaaS or cybersecurity), strong communication, and the ability to manage multiple time-bound engagements.