About the job
About You
You are a seasoned technical support professional with a strong focus on customer satisfaction and a knack for resolving intricate challenges in high-pressure situations. With over 4 years of experience, you have built a reputation for effectively assisting enterprise clients, conducting thorough technical investigations, and championing ongoing product enhancements.
Your enthusiasm for the dynamic landscape of email and SaaS security drives you to support a platform that leverages behavioral AI to thwart attacks that others may overlook. You excel in communication, troubleshooting, and customer advocacy, dedicated to providing outstanding support and nurturing customer trust throughout their journey.
What You Bring:
- 4+ years of experience in technical support roles, preferably within cybersecurity, enterprise SaaS, or API-driven environments.
- In-depth understanding of email security principles, SaaS solutions, and cloud platforms such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, REST API, and Zoom.
- Demonstrated capability to diagnose complex technical challenges, analyze logs, and collaborate across teams, including Engineering and Product.
- Exceptional written and verbal skills, adept at conveying technical concepts to both technical and non-technical audiences.
- Experience with support and collaboration tools like Salesforce, Jira, and Confluence.
- A commitment to continuous learning, efficiency, and enhancing both customer experience and internal support processes.
- Prior experience with AI tools (e.g., GPT-based assistants, internal chatbots, or AI-driven support systems) for troubleshooting is a significant plus.
In This Role, You Will:
- Serve as a trusted Level 1 technical advisor for enterprise clients utilizing Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security solutions.
- Manage and resolve incoming support tickets, addressing configuration challenges, API inquiries, behavioral false positives, and threat investigations.
- Offer clients timely updates, insightful root cause analyses, and solution recommendations that reinforce their confidence in the product.
- Work closely with Engineering to ensure prompt, high-quality resolutions and comprehensive post-mortem documentation.
- Facilitate smooth customer onboarding and ongoing engagement in collaboration with Customer Success Managers.
- Develop and maintain internal and external knowledge base content to enhance case deflection and empower clients.
- Identify trends in support interactions to highlight recurring issues and contribute to product improvements.