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.
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A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
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.
Resolves complex, critical networking and web security support issues, partnering with customers, Engineering, and Operations to troubleshoot problems and inform product improvements.
Resolves complex hardware and software customer issues as part of a Tier 2 support team, improves support through documentation and product feedback, and partners with Engineering and Product teams.
Resolve complex, critical networking and web security support escalations, troubleshoot customer issues, collaborate with Engineering, and document solutions while contributing feedback across the product lifecycle.
Own Level 4 support for cloud-based IAM services by resolving complex issues, preventing incidents through automation and monitoring, and improving service reliability within agreed SLAs.
Resolves the most complex escalated networking and web security issues, reproduces customer problems, collaborates with Engineering and Operations, and contributes troubleshooting insights to product improvements.
