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.
- 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.
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A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
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.
Skills Required
- 4+ years of experience in technical support roles
- Experience supporting enterprise customers
- Knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems
- Experience with Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, or Zoom
- Ability to debug complex technical issues and analyze logs
- Ability to collaborate cross-functionally with Engineering and Product teams
- Strong written and verbal communication skills
- Familiarity with Zendesk, Salesforce, Jira, and Confluence
- Experience using AI tools for troubleshooting or prompting
Abnormal Security Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Abnormal Security and has not been reviewed or approved by Abnormal Security.
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Fair & Transparent Compensation — Pay is considered aggressively benchmarked to leading tech markets with annual reviews, and feedback suggests engineering and sales roles are compensated competitively with strong upside potential.
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Healthcare Strength — Health coverage is portrayed as robust, including employer-paid premiums for employees in prior postings, One Medical access, and globally designed healthcare and parental leave.
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Leave & Time Off Breadth — Time off provisions include flexible/unlimited PTO, company holidays, and paid parental leave that the company positions as globally available.
Abnormal Security Insights
What We Do
The Abnormal Security platform protects enterprises from targeted email attacks. Abnormal Behavior Technology (ABX) models the identity of both employees and external senders, profiles relationships and analyzes email content to stop attacks that lead to account takeover, financial damage and organizational mistrust. Though one-click, API-based Office 365 and G Suite integration, Abnormal sets up in minutes and does not disrupt email flow. Abnormal Security was founded in 2018 by CEO Evan Reiser, CTO Sanjay Jeyakumar, Head of Machine Learning Jeshua Bratman, and Founding Engineers Abhijit Bagri and Dmitry Chechik. The team previously built behavioral profiling and machine learning technologies at Twitter, Google and Pinterest that are being applied to solve a problem that costs organizations $1 billion per year, according to the FBI. The Abnormal Security platform stops targeted phishing, business email compromise and account takeover attacks that have never been seen before.
