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 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-EM5 Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package. Base salary range: $65,000—$93,500 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.

• Manage, build and develop a customer-focused team comprised of technical support engineers of varying levels of skills and responsibilities. • Assess technical skills of staff, evaluate training needs relative to required skills, and develop on-going training programs to enhance skill development. • Make decisions quickly, often with limited information, based off a solid understanding of security principles and best practices. • Follow up with customers in response to CSAT survey results and identify tech support problem areas for improvement and, if warranted, implement corrective actions. • Drives the importance of effective customer service ensuring they are the cultural cornerstones of a professional work environment • Establishes the organization strategy and works to recruit, develop and build top technical talent with the soft and technical skills to provide world class customer service • Manage key relationships (Sales, Engineering, Product Management) to ensure services are aligned and delivered to business requirements. • Ensure service levels are met and measure performance against them. • Establish best practices through the entire technical support process. • Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for Support systems.

PURPOSE: The Predictive Index—the talent optimization leader—is an award-winning best place to work (Inc., Glassdoor, Boston Business Journal, The Boston Globe). Our mission is “Better work, Better world,” and we take great pride in PI’s power to supercharge workplace relationships and culture to achieve the unthinkable. We’re our own best case study! You’ll be working toward a mission that inspires you, and you’ll be surrounded by fun, smart, driven people day in and day out. There’s a reason more than 10,000 companies—including The LA Clippers, Hugo Boss, Nissan, Pendo, AstraZeneca, and Bosch—trust PI to help them hire top talent, design winning teams, and develop leaders at every level. Come discover how we empower our clients to solve their biggest challenges and make their business dreams come true. The Predictive Index is a place where people with diverse backgrounds, experiences, and perspectives collaborate on amazing, important work. We celebrate our differences, knowing that they are fundamental to our success as an organization. “Better Work, Better World,” starts here, in an organization where every member of the PI community is valued, respected, and welcome. We encourage people from underrepresented backgrounds to apply. POSITION: We're looking for a sharp, curious, and operationally-minded User Operations Specialist who thrives in a fast-paced SaaS environment and knows that getting work to the right place, quickly and with complete context, is just as valuable as solving it on the spot. This role sits at the intersection of client experience and internal operations, partnering closely with Product, Engineering, Customer Success, and Partner teams. You'll have real visibility into how customer feedback shapes the PI platform and a genuine opportunity to influence it. Because at PI, "Better Work, Better World" starts with the people who show up every day to remove obstacles, answer hard questions, and make it easier for clients and partners to do their best work. The ideal candidate enjoys untangling technical and workflow challenges, communicates clearly and empathetically with a variety of stakeholders, and is motivated by removing obstacles for the people they support and improving the overall support experience over time. You bring sound judgment to every incoming request, know when to dig in and when to escalate, and take pride in leaving every interaction — and every case — better than you found it. You prioritize effectively, engage the right teams when it matters most, and deliver high-quality assistance that helps clients move work forward. You don't need to have worked in software support to thrive in this role. If you're the person who notices when a restaurant's ordering system is confusing and thinks "I could fix that," or who tinkers with tools just to see how they work, or who genuinely lights up when you help someone navigate something frustrating, you're exactly who we're looking for. YOUR DAY-TO-DAY: - Triage incoming client and partner inquiries across chat, email, and ticketing systems, quickly identify the root cause, resolve what can be handled independently, and route everything else to the right team with complete context - Gather the right technical and operational details before escalating, so that Business and Technical Escalations, Engineering, and cross-functional partners can act without unnecessary back-and-forth - Manage cases from intake through resolution or escalation, ensuring strong documentation and actionable context for cross-functional partners - Help clients and partners navigate workflows and adopt best practices that reduce repeat friction and improve their experience with the PI platform - Identify patterns in incoming requests and share insights that strengthen documentation, workflows, and product usability over time - Show up for the team during high-volume periods, hold shared ownership of queue health, communicate proactively about capacity, and help keep coverage running smoothly across channels SHOULD YOU APPLY? Perfect matches are overrated. If most of the below sounds like you, great. If some of it sounds like you and you're the kind of person who leans in when there's a gap to close, asks questions when something doesn't make sense, soaks up feedback like it's a cheat code, and is genuinely eager to learn fast, you’re likely closer to this role than you think. - Strong customer service orientation, you communicate clearly and empathetically with clients, partners, and internal stakeholders, and take pride in making complex things easier to navigate - Sharp troubleshooting instincts and sound judgment. You're comfortable working through technical and workflow challenges across multiple systems, and you know when to dig in independently versus when to bring in the right team - You take pride in leaving every case better than you found it, because you know that clear notes and complete context are what separate a good handoff from a great one, and what keeps your team moving fast and your clients feeling taken care of - A curious, progress-over-perfection mindset. You adapt quickly when workflows evolve, spot opportunities to make things better, and never stop asking why something works the way it does - A collaborative mindset and willingness to contribute to shared coverage across support channels. Support is a team sport, and you show up like it - You've worked across tools like Salesforce, Intercom, or Slack, or you're the kind of person who picks up new systems fast and isn't intimidated by AI-assisted tools like Fin. Either works PI is headquartered in our amazing Westwood, MA office, but we are also geo-flexible / remote-friendly for candidates with the right fit for our team and organization. This role will be required to work Monday–Friday, 8:30 AM–5:30 PM ET This is a non-exempt, hourly position. The compensation for the role is $53,300 annually. In addition, this position is eligible for 401k and our generous benefits package (including unlimited PTO!) At The Predictive Index, we value flexibility. All PI employees have the choice to work either at our Westwood, MA headquarters, Remote, or a mix of both! Just as our employees are threads in the cultural fabric of PI, THREADS is our framework for understanding our core values. Teamwork: Focus on the “we,” not the “me.” Honesty: Follow your moral compass. Reliability: Be someone others can count on. Energy: Be balanced, be energized. Action: Errors of action are better than errors of inaction. Be brave. Drive: Own it. Scope: Don't try to boil the ocean. The Predictive Index participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. The Predictive Index is an Equal Opportunity Employer. This position may be performed in our Massachusetts headquarters or remotely within the United States. #LI-REMOTE

• Own day-to-day support performance — SLA, resolution time, and customer satisfaction — and the systems, processes, and people that drive those outcomes. • Design and deploy AI-driven workflows, automation, and tooling that scale Technical Support efficiently, reducing ticket volume and resolution time without simply adding headcount. • Build scalable support systems — smart routing, prioritization frameworks, escalation paths, self-service programs, and deflection strategies. • Operate as a true partner to Engineering and Product — driving root cause analysis on recurring issues, participating in incident response, and translating customer pain into actionable product feedback that influences the roadmap. • Step directly into high-severity and high-impact escalations when needed, building trust with technical stakeholders on the customer side. • Lead and develop a team of managers and senior ICs, coaching them through complexity and keeping the bar high on technical quality. • Partner with Customer Success and Sales on critical accounts where support plays a key role in retention or expansion.