Offer summary

Qualifications:

At least 4 years of experience in technical support, preferably in cybersecurity or SaaS platforms., Strong understanding of email security, SaaS applications, and cloud ecosystems like Microsoft 365 and Google Workspace., Proficiency in debugging complex technical issues, analyzing logs, and collaborating with engineering teams., Excellent communication skills to explain technical concepts to diverse stakeholders..

Key responsibilities:

Handle and resolve support tickets related to configuration, APIs, and threat investigations.

Provide clear updates and root cause analysis to customers, building trust and confidence.

Collaborate with engineering to ensure timely resolution and contribute to post-mortem documentation.

Assist in onboarding customers and creating knowledge base content to improve support efficiency.

Job description

About You

You’re an experienced, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ years of experience, you’ve developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement.

You're energized by the evolving threat landscape in email and SaaS security, and you’re excited to support a platform that uses behavioral AI to stop the attacks others miss. You're equal parts communicator, troubleshooter, and customer champion—committed to delivering exceptional support and building customer trust at every step.

What You Bring:

4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.
Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom.
Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams.
Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
Familiarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
A mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes.
Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus.

In This Role, You Will:

Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security.
Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations.
Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust.
Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation.
Support seamless customer onboarding and engagement by working alongside Customer Success Managers.
Create and maintain internal and external knowledge base content to improve case deflection and empower customers.
Identify patterns in support interactions to flag recurring pain points and drive product improvements.

#LI-

At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.

Base salary range:

$83,900—$98,700 USD

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.

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