Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • 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 covering 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 efforts alongside Customer Success Managers.
  • Create and maintain internal and external knowledge base documentation to improve self-service and case deflection.
  • Identify recurring support trends and customer pain points and share feedback to improve product functionality and user experience.

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 working with Salesforce, Jira, Confluence, or similar support and collaboration tools.
  • Customer-first mindset with a strong focus on problem-solving and operational excellence.
  • Knowledge of Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom is preferred.
  • Experience using AI tools or AI-powered support platforms is highly preferred.

Benefits

  • Base salary range of $31.25 to $44.96 USD per hour.
  • Eligible for bonus or incentive compensation.
  • Eligible for equity.
  • Comprehensive benefits package.
  • Equal opportunity employer with fair consideration for qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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