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Abnormal AI is seeking a Customer Solutions Engineer to join the Technical Account Management team in a flexible, project-based technical role. This position serves as a floating technical specialist who partners with Customer Success Managers (CSMs) to resolve complex customer situations that fall outside standard support scope.
Key Responsibilities:
- Act as a flexible technical resource for CSMs handling challenging or recurring account situations beyond standard support capabilities
- Take on short-term, project-based technical engagements for customers without dedicated Technical Account Managers
- Partner with CSMs to assess customer technical needs, participate in investigative and 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 underutilized contracted features and identify upsell or professional services opportunities
- Recognize scope limitations and hand off complex situations to Critical Situation Managers or Technical Support with clear documentation
- Identify patterns across engagements and surface insights to Product, Engineering, and Customer Success teams to drive systemic improvements
This is not a standing account-ownership role; the ideal candidate is comfortable moving between multiple concurrent, time-bound engagements across a broad customer base without an existing playbook.
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 assess whether situations require hands-on technical guidance or escalation to senior resources
- Comfort stepping into customer relationships for defined engagements and stepping back out
- Ability to manage multiple concurrent, time-bound engagements across a broad book of business
- Excellent communication skills across technical and business stakeholders, including 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 floating/pooled technical resource models (professional services, deployment, solutions engineering)
- Bachelor's degree in a technical field or equivalent hands-on experience
