Customer Solutions Engineer

Abnormal AI
United States
Workplace: RemoteFull timeUSD 93,500 - 110,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Time management","Triage judgment","Planning","Ownership mindset"]

Partner with CSMs as a flexible technical specialist for short-term, project-based customer engagements that fall between standard support and long-term TAM coverage. Drive hands-on Abnormal platform optimization through configuration reviews, best-practices setup, proactive tuning, and clear documentation in CRM. Mitigate churn and improve product adoption by triaging needs, recommending next steps, advising on underused features, and escalating critical cases when scope exceeds your role.

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FursaFursa
Abnormal AI
Abnormal AI
4 days ago

Customer Solutions Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Partner with CSMs as a flexible technical specialist for short-term, project-based customer engagements that fall between standard support and long-term TAM coverage. Drive hands-on Abnormal platform optimization through configuration reviews, best-practices setup, proactive tuning, and clear documentation in CRM. Mitigate churn and improve product adoption by triaging needs, recommending next steps, advising on underused features, and escalating critical cases when scope exceeds your role.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Serve as a flexible technical resource that CSMs can bring into challenging or recurring accounts where standard support cannot resolve the issue.
  • •Take on short-term, project-based technical engagements for customers without a dedicated TAM.
  • •Partner with CSMs to assess technical needs, join investigative/best-practices calls, and determine next steps.
  • •Lead hands-on platform optimization through configuration reviews, best-practices setup, and proactive tuning to prevent recurring issues.
  • •Document session recaps and next steps in CRM, advise on underused contracted features, and escalate out-of-scope situations with a clear hand-off.

Pay and Benefits

Salary: USD 93,500 - 110,000 annually

Key Requirements

  • •3+ years in a customer-facing technical role in enterprise SaaS or cybersecurity, including experience with email infrastructure and IT security/administration.
  • •Solid grounding in Abnormal platform and configuration best practices to work independently with customers.
  • •Strong triage judgment to determine when to provide hands-on guidance versus engaging a more senior technical resource.
  • •Ability to manage multiple concurrent, time-bound engagements and maintain continuity for customers.
  • •Excellent communication skills with technical and business stakeholders, including presenting to senior customer stakeholders.
Experience:Enterprise SaaSCybersecurityEmail infrastructureTechnical support
Skills:CommunicationTime managementTriage judgmentPlanningOwnership mindset
Languages:English
Tech Stack:CRM

Company Brief

Abnormal AI
Provides AI-powered email security and human behavior analysis to detect phishing, business email compromise, and account takeover attacks. The platform helps organizations protect employees and communications across cloud email and collaboration tools.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn