Customer Solutions Engineer

Customer Solutions Engineer Job Description

Customer Solutions Engineers give Abnormal a flexible, technical resource for situations that fall between standard support and a long term, dedicated Technical Account Manager.  These engineers are floating technical specialists who partner with our CSM’s for the duration of a specific need and then step out, providing hands-on platform expertise, training, and optimization.  For instance, these resources can be engaged when a customer needs a short-term, project-based technical engagement (configuration optimization, best-practices review, post-deployment tune-up), or a CSM needs a consultative technical resource to work a tricky or recurring situation beyond what a standard support case can resolve.

The Customer Solutions Engineer is a complex and dynamic customer facing role with a focus on churn mitigation, product adoption, and optimization of customer configurations. It requires an individual with expert technical orientation, sound time management skills, a thorough understanding of the challenges and expectations of corporate IT teams, the ability to communicate clearly verbally and written, and an aura of expertise and authority regarding Abnormal products, services, and best practices.

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 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 — recurring technical themes, segment-level gaps — to Product, Engineering, and Customer Success to drive systemic improvement.

Essential Skills and Experience:

• 3+ years in a customer-facing technical role, including 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.
• Comfortable stepping into a customer relationship for a defined engagement and stepping back out; this is not a standing account-ownership role.
• Strong triage judgment — able to recognize quickly whether a situation calls for hands-on technical guidance or a more senior technical resource.
• 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.
• Strong planning and time-management skills to move fluidly between engagements without losing continuity for the customer.
• Empathy-driven, ownership mentality — comfortable jumping into ambiguous, unfamiliar technical situations without an existing playbook.

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