Customer Solutions Engineer, EMEA

<h2>About the Role</h2> <p>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