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Salary: USD 93,500 - 110,000 / annual
Abnormal AI is seeking a Customer Solutions Engineer to serve as a flexible technical resource bridging standard support and dedicated Technical Account Management. This role partners with Customer Success Managers to resolve complex, recurring technical situations and deliver hands-on platform expertise for enterprise customers.
Key responsibilities include:
- Act as a floating technical specialist for project-based customer engagements (configuration optimization, best-practices reviews, post-deployment tuning)
- Partner with CSMs to assess technical needs, lead investigative calls, and determine appropriate next steps
- Conduct hands-on platform optimization including configuration reviews, best-practices setup, and proactive tuning
- Document recommendations in CRM and communicate clearly to customers and internal teams
- Identify upsell and professional services opportunities based on underutilized features
- Recognize scope limitations and escalate appropriately to senior technical resources
- Surface recurring technical patterns and segment-level gaps to Product and Engineering teams
Required qualifications:
- 3+ years in customer-facing technical roles (email infrastructure, IT security, engineering, or technical support) in enterprise SaaS or cybersecurity
- Deep knowledge of Abnormal's platform and configuration best practices
- Ability to manage multiple concurrent, time-bound engagements across diverse accounts
- Strong triage judgment and technical troubleshooting skills
- Excellent communication across technical and business stakeholders
- Strong planning and time-management capabilities
- Ownership mentality with comfort in ambiguous technical situations
This is an individual contributor role focused on customer success, technical optimization, and churn mitigation. The engineer works independently with customers while maintaining close collaboration with the CSM team.
