Customer Solutions Engineer
Serve as a flexible technical resource for customer success managers, focusing on churn mitigation and product optimization.
AI in the day-to-day
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews.
Requirements
- Experience
- 3+ years
Benefits
Joblaze summary
The Customer Solutions Engineer at Abnormal Security plays a pivotal role in addressing complex customer needs by providing technical expertise and support during specific engagements. This position requires a strong background in enterprise SaaS or cybersecurity, along with the ability to navigate customer relationships and optimize platform configurations. Ideal candidates will have at least three years of experience in a customer-facing technical role and possess excellent communication and time-management skills. The role is dynamic, allowing for flexibility in addressing various technical challenges while collaborating closely with Customer Success Managers.
Joblaze insights
- Listed 8 days ago on Joblaze — tracked directly from Abnormal Security's career page.
- Abnormal Security has 84 other open roles including Senior Security Engineer, Senior Salesforce Administrator, GTM Systems, Enterprise Sales Engineer (Ohio Valley).
- Salary band is below the typical range for comparable tech roles (median ~$119,000).
Quick facts
- What's the salary range?
- Abnormal Security lists $93,500–$110,000 for this role.
- How much experience is required?
- At least 3 years of relevant experience for this Customer Solutions Engineer role.
- What seniority level is this role?
- Abnormal Security targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Solutions Engineer role at Abnormal Security.
From the original posting
Customer Solutions Engineer Job Description
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. They may also partner with Customer Success ahead of a renewal to help demonstrate the platform's value against competitive alternatives being evaluated, pulling together the reporting and value-delivery evidence that supports the conversation. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.
What they 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.
- Support CSMs in competitive renewal conversations by assembling reporting and value-delivery evidence that shows how the platform compares to alternatives under evaluation.
- 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.
Essential Skills and Experience:
- 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)
- Experience supporting competitive positioning, win/loss analysis, or value-based selling in a pre-sales or renewal context.
- Bachelor's degree in a technical field, or equivalent hands-on experience
#LI-MC2
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.