This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable L1 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 issues, API inquiries, behavioral false positives, and threat investigations.

• Provide timely updates to customers, conduct root cause analyses, and recommend solutions.

• Collaborate with Engineering teams to ensure high-quality resolutions and maintain documentation for post-mortem reviews.

• Assist in onboarding and customer engagement initiatives in conjunction with Customer Success Managers.

• Develop and sustain both internal and external knowledge base documentation.

• Recognize recurring support patterns and customer challenges, offering feedback on product and user experience.

⛳️ Requirements

• Over 4 years of experience in technical support within cybersecurity, SaaS, or enterprise technology settings.

• Familiarity with email security principles, SaaS environments, and cloud ecosystems including Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.

• Proven experience in troubleshooting complex technical issues, APIs, integrations, and configurations of enterprise platforms.

• Skilled in log analysis and capable of investigating and resolving technical problems.

• Experience working cross-functionally with Engineering and Product teams.

• Excellent written and verbal communication abilities.

• Proficient with Salesforce, Jira, Confluence, or equivalent support and collaboration tools.

• Customer-centric approach with a strong focus on problem-solving and operational excellence.

• Experience with AI tools or AI-enhanced support platforms is highly desirable.

• Fluent in Spanish.

• Fluency in Portuguese is a plus.