Customer Solutions Engineer

Customer Solutions Engineer Job Description

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. They may also partner with Customer Success ahead of a renewal to help demonstrate the platform's value against competitive alternatives being evaluated, pulling together the reporting and value-delivery evidence that supports the conversation. The ideal candidate combines deep technical fluency with strong triage judgment and is comfortable moving between engagements without an existing playbook.

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 the 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.

• Support CSMs in competitive renewal conversations by assembling reporting and value-delivery evidence t

Department: Professional Services & Deployment