Role Description 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. Qualifications - A technically curious and customer-focused support professional with 4+ years of experience in technical support, ideally within cybersecurity, enterprise SaaS, or API-driven platforms. - Knowledgeable in email security fundamentals, SaaS environments, and cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom. - Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution. - An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences. - Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively. - Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences. - Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes. 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. - Experience using AI tools or AI-powered support platforms is highly preferred. Benefits - Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. - This role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package. - Base salary range: $31.25 — $44.96 USD Company Description 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.

• Ensure reliable L2 support coverage for our Brazilian client Itau during BRT hours as the primary responsibility, balancing workload with existing team structure. • Work independently to investigate and resolve customer issues, including reproducing complex scenarios using various technologies. • Where capacity permits, extend support to other Americas-based customers without delay or handover bottlenecks. • Ensure clear, empathetic, and professional communication with customers (both written and verbal) to maintain a high standard of service.

• Support day-to-day tasks in all aspects of Infrastructure, Network, and Security management responsibilities • Oversee various processes and maintain relationships with high profile clients and stakeholders • Adhere to best practices to ensure the reliability and security of the Customer’s technical operations • Build on strong technical background and obtain practical experience of innovative IT solutions and services

• Manage, mentor, and develop a team of Technical Support Engineers, fostering a collaborative and high-performing environment that provides a world-class experience for our customers. • Set clear performance goals and expectations, and ensure they are met by regularly assessing individual and team performance, as well as providing timely feedback and coaching. • Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites. • Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way. • Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering. • Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded. • Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team. • Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors. • Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers. • Conduct scheduled one-on-one meetings with your team, taking time to connect with them as well as providing feedback and coaching to help them further develop in their career.