About the Role
Abnormal AI is looking for a Customer Solutions Engineer to join the Technical Account Management team. This role gives Abnormal a flexible, technical resource for situations that fall between standard support and a long-term, dedicated Technical Account Manager. Customer Solutions Engineers are floating technical specialists who partner with CSMs for the duration of a specific need, triggered by things like recurring support cases, asks beyond the typical support experience, or short-term project-based work. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.
What you will do
- Serve as a flexible technical resource CSMs can bring into challenging or recurring account situations that a standard support case isn't built to resolve.
- Take on short-term, project-based technical engagements for customers without a dedicated TAM.
- Partner with CSMs to assess customer technical needs, join investigative or best-practices calls, and determine the right next step.
- Lead hands-on platform optimization: configuration reviews, best-practices setup, and proactive tuning that prevents issues from recurring.
- Document session recaps and next steps in the CRM so recommendations are clear to the customer and visible to the broader team.
- Advise customers on underused contracted features and flag upsell or professional services/deployment opportunities where relevant.
- Recognize when a situation exceeds this role's scope and hand it to the Critical Situation Manager or Technical Support with a clear, documented hand-off.
- Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvement.
Not specified in the provided text.
Must Haves
- 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 without a senior technical resource in the room
- Strong triage judgment; able to recognize quickly whether a situation calls for hands-on technical guidance or a more senior technical resource
- Comfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account-ownership role
- Able to manage multiple concurrent, time-bound engagements across a broad book of business rather than a fixed set of named accounts
- 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 (e.g., professional services, deployment, or solutions engineering)
- Bachelor's degree in a technical field, or equivalent hands-on experience
