Customer Solutions Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a versatile technical resource for complex or recurring account issues that go beyond standard support.

• Engage in short-term, project-oriented technical assignments for clients lacking a dedicated TAM.

• Collaborate with CSMs to evaluate customer technical requirements, participate in investigative or best-practices discussions, and identify subsequent actions.

• Oversee hands-on platform enhancements, which include configuration assessments, best-practice setups, and proactive adjustments.

• Record session summaries and follow-up actions in the CRM.

• Guide clients regarding underutilized contracted features and pinpoint upsell or professional services/deployment prospects.

• Elevate issues that exceed the role's parameters to the Critical Situation Manager or Technical Support with a documented transition.

• Highlight recurring technical issues and segment-level deficiencies to Product, Engineering, and Customer Success.

⛳️ Requirements

• Over 3 years of experience in a customer-facing technical position, including email infrastructure, IT security/administration, engineering, or technical support, within enterprise SaaS or cybersecurity.

• Strong understanding of Abnormal’s platform and configuration best practices.

• Capability to operate independently with clients in the absence of a senior technical resource.

• Excellent triage judgment to assess suitable technical guidance or escalation needs.

• Proficiency in managing multiple simultaneous, time-sensitive projects across a diverse portfolio of business.

• Exceptional communication skills with both technical and business stakeholders, including senior customer representatives.

• Strong organizational and time-management abilities.

• Empathy-driven ownership mentality and the ability to navigate ambiguous and unfamiliar technical scenarios.

🏝️ Benefits

• Eligibility for bonus or incentive compensation.

• Eligibility for equity.

• Comprehensive benefits package.