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Abnormal

Customer Solutions Engineer

Remote - USA (Remote)From $110kfull-timemidAdded today

About this role

Abnormal seeks a Customer Solutions Engineer to serve as a flexible technical specialist who partners with Customer Success Managers on short-term, project-based engagements. The role focuses on platform optimization, customer adoption, and churn mitigation while working across multiple concurrent accounts without standing ownership.

What you'll do

  • Partner with CSMs to assess technical needs and lead hands-on platform optimization including configuration reviews and best-practices setup
  • Take on project-based technical engagements for customers without dedicated technical account managers
  • Document session recaps and recommendations in CRM to ensure visibility across the team
  • Advise customers on underused features and identify upsell or professional services opportunities
  • Recognize scope limitations and hand off complex situations to senior technical resources with clear documentation
  • Surface recurring technical patterns and gaps to product and engineering teams for systemic improvement

What they're looking for

  • Email infrastructure and configuration management
  • IT security and systems administration
  • Enterprise SaaS and cybersecurity platform knowledge
  • Technical triage and problem-solving judgment
  • Customer-facing communication and presentation skills
  • Time management and concurrent engagement coordination
  • Abnormal platform expertise and best practices
  • Ownership mentality and ability to work in ambiguous situations

Benefits

  • Remote work opportunity (USA-based)
  • Bonus or incentive compensation eligible
  • Equity participation
  • Comprehensive benefits package
  • Exposure to diverse technical challenges and customer segments
  • Collaboration with product and engineering teams on systemic improvements
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Abnormal

Abnormal builds AI-powered email security solutions that protect against threats through narrative-driven threat understanding, SMTP relay infrastructure, and advanced filtering capabilities. The company is hiring software engineers, infrastructure engineers, sales engineers, and technical support specialists to expand its platform and support enterprise customers.

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Likely interview questions

  • Tell us about your experience working in customer-facing technical roles—what types of platforms or infrastructure have you supported?
  • Describe a time you identified that a customer situation exceeded your scope and needed escalation; how did you handle the handoff?
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