• Provide frontline technical specialist support: • Monitor and improve the delivery of our SaaS product. • Debug identified issues, providing clear analysis to both the customer and internal teams. • Identify trends in support work and opportunities for root problem resolution. • Proactively identify and manage scope, delivery, and configuration of product changes. • Implement well-structured code, and assist the customer in integration with HappyCo’s services. • Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements. • Customer Management • Proactively manage customer expectations. • Meet and exceed SLA’s • Provide clear and professional communications with customers. • Clearly communicate technical or domain-specific concepts to non-technical customers. • Identify, review, and define requirements, existing configurations and technical risks. • Support • Use excellent troubleshooting skills to determine root causes of raised issues. • Facilitate the resolution of issues raised by customers. • Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary. • Provide responsive, high-quality technical support to customers. • Technical Delivery • Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support. • Assess risk when determining approaches to ticket resolution. • Monitor, maintain, and improve customer environments as required. • Manage releases and deployments. • Deliver well structured and functional example code. • Undertake other technical work as requested. • Process • Understand and deliver against the organizational product and software development methodology. • Review, propose, and implement improvements to processes. • Implement and improve the process toolset. • Our Recruitment Process • 15-minute Initial Call • 20-minute take-home skills test • 30-minute Call with Recruiter (project, benefits etc.) • Interviews directly with the client (1hr technical interview/ 45m meeting with product lead /30m meeting with the broader team) • Final Offer!

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