• 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.

• Assist clients in deploying, operating, and troubleshooting Microsoft technologies • Resolve complex technical issues to ensure high levels of customer satisfaction • Contribute to service improvement initiatives • Document all troubleshooting steps and keep clients updated on progress • Maintain regular communication with clients, addressing issues proactively • Advocate for client needs, providing strategic solutions aligned with their goals • Create and maintain technical documentation for internal and client use • Share new knowledge with the team through training and mentoring

Who we are? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What you will do: - Deliver outstanding technical support via phone, chat, and email; - Communicate with technical teams and system operators to provide updates, clarify issues, and coordinate resolutions; - Monitor and respond to SCADA alerts and control system notifications, ensuring timely identification of potential technical issues; - Perform initial troubleshooting and diagnostics to determine the root cause of SCADA or control system faults; - Log, prioritize, and escalate incidents according to established incident management procedures; - Build strong and lasting customer relationships, ensuring effective resolution of user concerns and system alarms; - Maintain accurate documentation of daily checks, system status reports, incident logs, and support tickets; - Apply customer support best practices to ensure a high-quality user experience; - Maintain a strong understanding of client solutions while meeting established KPIs. What you need to succeed in this role: - Excellent English skills (at least C1 for written and verbal communication); - Proven Technical Support experience; - Diploma or Associate Degree in Electrical Engineering, Electronics, Instrumentation, Industrial Automation, Computer Science, Mechatronics, or IT (systems or networking focus); - Strong communication skills, with the ability to clearly explain technical issues to both engineers and non-technical operators; - Incident management experience, including the ability to identify, log, prioritize, and escalate SCADA alerts or technical issues according to established procedures; - Customer and operator support mindset, demonstrating patience, responsiveness, and a proactive approach to resolving issues; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Will be a great plus: - Familiarity with IT ticketing systems and remote support tools. Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Who we are? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What you will do: - Deliver outstanding technical support via phone, chat, and email; - Communicate with technical teams and system operators to provide updates, clarify issues, and coordinate resolutions; - Monitor and respond to SCADA alerts and control system notifications, ensuring timely identification of potential technical issues; - Perform initial troubleshooting and diagnostics to determine the root cause of SCADA or control system faults; - Log, prioritize, and escalate incidents according to established incident management procedures; - Build strong and lasting customer relationships, ensuring effective resolution of user concerns and system alarms; - Maintain accurate documentation of daily checks, system status reports, incident logs, and support tickets; - Apply customer support best practices to ensure a high-quality user experience; - Maintain a strong understanding of client solutions while meeting established KPIs. What you need to succeed in this role: - Excellent English skills (at least C1 for written and verbal communication); - Proven Technical Support experience; - Diploma or Associate Degree in Electrical Engineering, Electronics, Instrumentation, Industrial Automation, Computer Science, Mechatronics, or IT (systems or networking focus); - Strong communication skills, with the ability to clearly explain technical issues to both engineers and non-technical operators; - Incident management experience, including the ability to identify, log, prioritize, and escalate SCADA alerts or technical issues according to established procedures; - Customer and operator support mindset, demonstrating patience, responsiveness, and a proactive approach to resolving issues; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Will be a great plus: - Familiarity with IT ticketing systems and remote support tools. Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.