Abnormal AI is looking for a Customer Solutions Engineer to join the Technical Account Management team
This role gives Abnormal a flexible, technical resource for situations that fall between standard support and a long-term, dedicated Technical Account Manager.
Customer Solutions Engineers are floating technical specialists who partner with CSMs for the duration of a specific need, triggered by things like recurring support cases, asks beyond the typical support experience, or short-term project-based work.
The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.
</p> <h2>What you will do </h2> <ul> <li>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.
</li> <li>Take on short-term, project-based technical engagements for customers without a dedicated TAM.
</li> <li>Partner with CSMs to assess customer technical needs, join investigative or best-practices calls, and determine the right next step.
</li> <li>Lead hands-on platform optimization: configuration reviews, best-practices setup, and proactive tuning that prevents issues from recurring.
</li> <li>Document session recaps and next steps in the CRM so recommendations are clear to the customer and visible to the broader team.
</li> <li>Advise customers on underused contracted features and flag upsell or professional services/deployment opportunities where relevant.
</li> <li>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.
</li> <li>Surface patterns across engagements to Product, Engineering, and Customer Success to drive systemic improvement.
</li> </ul> <h2>Must Haves </h2> <ul> <li>3+ years in a customer-facing technical role (email infrastructure, IT security/administratio.