Description
You're a motivated, 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.
The ideal candidate is a technically curious and customer-focused support professional with experience in technical support, ideally within cybersecurity, enterprise SaaS, or API-driven platforms.
Responsibilities
- Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions.
- Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.
- Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform.
- Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.
- Support onboarding and customer engagement efforts alongside Customer Success Managers.
- Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
- Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.
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.
Nice to Have
- Fluency in Portuguese
What We Offer
- Base salary range: $31.25-$44.96 USD
- Bonus or incentive compensation
- Equity
- Comprehensive benefits package
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