Customer Solutions Engineer
Abnormal Security4 hours ago
Remote, United StatesMid Level
H1B Sponsor
Base Salary
$94k - $110k/yr
Responsibilities
- Serve as a flexible technical resource for challenging or recurring customer situations beyond standard support.
- Lead short-term, project-based customer engagements for accounts without a dedicated Technical Account Manager.
- Partner with Customer Success Managers to assess technical needs, join investigative calls, and determine next steps.
- Perform configuration reviews, best-practices setup, and proactive platform tuning.
- Document session recaps and next steps in the CRM.
- Advise customers on underused contracted features and identify upsell or professional services opportunities.
- Escalate out-of-scope situations to Critical Situation Management or Technical Support with a documented handoff.
- Surface recurring technical patterns and segment-level gaps to Product, Engineering, and Customer Success.
Requirements
- At least 3 years of customer-facing technical experience in email infrastructure, IT security or administration, engineering, or technical support within enterprise SaaS or cybersecurity.
- Strong knowledge of Abnormal's platform and configuration best practices sufficient to work independently with customers.
- Ability to manage multiple concurrent, time-bound engagements across a broad book of business.
- Strong triage judgment and ability to identify when a situation requires a more senior technical resource.
- Excellent written and verbal communication skills, including presenting to senior customer stakeholders.
- Strong planning and time-management skills, empathy, ownership, and comfort working through ambiguous technical situations.
Benefits
- May be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
Categories
Solutions Engineering
About Abnormal Security
Abnormal AI is the leading AI-native human behavior security platform, leveraging machine learning to stop sophisticated inbound attacks and detect compromised accounts across email and connected applications.