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Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team. This role serves as a flexible technical resource for situations that fall between standard support and dedicated Technical Account Manager coverage.
You will act as a floating technical specialist who partners with Customer Success Managers (CSMs) on specific, time-bound engagements. Rather than owning a fixed set of accounts, you'll move between multiple concurrent projects triggered by recurring support cases, complex technical needs, or short-term project-based work.
Key responsibilities include:
- Serve as a flexible technical resource for challenging or recurring account situations that standard support cannot resolve
- Take on short-term, project-based technical engagements for customers without dedicated TAMs
- Partner with CSMs to assess customer technical needs, join investigative or best-practices calls, and determine appropriate next steps
- Lead hands-on platform optimization including configuration reviews, best-practices setup, and proactive tuning to prevent recurring issues
- Document session recaps and recommendations in the CRM for visibility across the team
- Advise customers on underused contracted features and identify upsell or professional services opportunities
- Recognize scope limits and hand off to Critical Situation Manager or Technical Support with clear documentation
- Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvements
The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook. You'll work independently with customers on technical guidance while knowing when to escalate to senior resources.
REQUIREMENTS:
- 3+ years in a customer-facing technical role (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
- Strong triage judgment to quickly recognize whether a situation needs hands-on technical guidance or senior escalation
- Comfortable stepping into customer relationships for defined engagements and stepping back out (not a standing account-ownership role)
- Ability to manage multiple concurrent, time-bound engagements across a broad book of business
- Excellent communication skills across technical and business stakeholders, including comfort presenting to senior customer stakeholders
NICE TO HAVE:
- Familiarity with email authentication/delivery protocols and cloud email platforms (Microsoft 365, Google Workspace)
- Prior experience in a floating/pooled technical resource model (professional services, deployment, solutions engineering)
- Bachelor's degree in a technical field or equivalent hands-on experience
