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.
- 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.
#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.
AI and our hiring 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 identify 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.
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.
Skills Required
- 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, able to work independently with customers
- Ability to step into defined engagements and step back out (not permanent account ownership)
- Strong triage judgment to determine when escalation or senior technical involvement is needed
- Ability to manage multiple concurrent, time-bound engagements across a broad book of business
- Excellent verbal and written communication skills with technical and business stakeholders, including presenting to senior customer stakeholders
- Strong planning and time-management skills to maintain continuity between engagements
- Empathy-driven ownership mentality; comfortable handling ambiguous, unfamiliar technical situations
- Document session recaps and next steps in CRM for visibility and customer clarity
Abnormal Security Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Abnormal Security and has not been reviewed or approved by Abnormal Security.
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Fair & Transparent Compensation — Pay is considered aggressively benchmarked to leading tech markets with annual reviews, and feedback suggests engineering and sales roles are compensated competitively with strong upside potential.
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Healthcare Strength — Health coverage is portrayed as robust, including employer-paid premiums for employees in prior postings, One Medical access, and globally designed healthcare and parental leave.
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Leave & Time Off Breadth — Time off provisions include flexible/unlimited PTO, company holidays, and paid parental leave that the company positions as globally available.
Abnormal Security Insights
What We Do
The Abnormal Security platform protects enterprises from targeted email attacks. Abnormal Behavior Technology (ABX) models the identity of both employees and external senders, profiles relationships and analyzes email content to stop attacks that lead to account takeover, financial damage and organizational mistrust. Though one-click, API-based Office 365 and G Suite integration, Abnormal sets up in minutes and does not disrupt email flow. Abnormal Security was founded in 2018 by CEO Evan Reiser, CTO Sanjay Jeyakumar, Head of Machine Learning Jeshua Bratman, and Founding Engineers Abhijit Bagri and Dmitry Chechik. The team previously built behavioral profiling and machine learning technologies at Twitter, Google and Pinterest that are being applied to solve a problem that costs organizations $1 billion per year, according to the FBI. The Abnormal Security platform stops targeted phishing, business email compromise and account takeover attacks that have never been seen before.
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