About the company
Abnormal AI uses behavioral AI to stop attacks others miss, providing Cloud Email Security, AI Security Agents, and SaaS Security solutions.
Responsibilities
- Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions
- Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations
- Deliver timely customer updates, root cause analysis, and solution recommendations
- Partner closely with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation
- Support onboarding and customer engagement alongside Customer Success Managers
- Create and maintain internal and external knowledge base documentation
- Identify recurring support trends and customer pain points
Requirements
- 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
- Strong understanding of email security concepts and modern cloud/SaaS ecosystems
- Experience troubleshooting APIs, integrations, and enterprise platform configurations
- Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
- Strong written and verbal communication skills
- Experience with Salesforce, Jira, Confluence, or similar tools
- Customer-first mindset
- Experience using AI tools or AI-powered support platforms is highly preferred
Conditions
- Remote - USA
- Base salary range: $31.25 - $44.96 USD per hour
- May be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package