• Own Tier 1 support across all incoming channels (email, web form, chat) with a target first response time under 2 hours. • Diagnose and resolve email delivery issues, including phishing simulations not sending, emails stuck in pending, and campaign scheduling problems. • Resolve browser extension and add-on issues for the Chrome extension, Gmail add-on, and Outlook add-in, including installation errors, missing icons, and update problems. • Guide customers through onboarding, training campaign setup, team configuration, and platform walkthroughs. • Troubleshoot SSO and authentication issues, including SAML configuration, expired certificates, and login failures across Google and Microsoft identity providers. • Investigate user sync and directory integration issues with Google Workspace and Microsoft 365. • Escalate confirmed bugs to engineering with clear reproduction steps, relevant logs, and customer context via our internal ticketing process (Linear). • Verify fixes with customers after engineering deployments and close tickets. • Contribute to an internal knowledge base by documenting resolution steps for recurring issues. • Partner with Customer Success, Engineering, and Product teams to resolve issues and surface patterns that inform product improvements.

• Develop into a specialist for our ProStore® system installations and know the modules and processes inside out • Advise our customers on application issues, find pragmatic solutions, and ensure first-class IT support • Maintain and configure our ProStore® modules, analyze system performance, and optimize workflows • Support ProStore® deployments and actively contribute your knowledge to the team • Handle requests at 2nd level support and work closely with colleagues and other departments

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.