5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS roles) with a proven track record in managing escalations
Sufficient technical fluency in Abnormal's detection architecture and investigation tooling to engage credibly with both R&D and customers without a technical translator
Demonstrated success in leading de-escalations for complex, strategic customers, and strong judgment in assessing the right level of response to a customer concern
Strong understanding of customer lifecycle, support workflows, and escalation management best practices
Excellent verbal and written communication skills, including executive-level communication with customers and internal stakeholders
Comfort owning complex, multi-week engagements through to resolution, not just leading an initial call
Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously
Demonstrated ability to build cross-functional trust quickly, including with technical teams outside your direct reporting line
Empathy-driven, customer-first orientation with a bias for action
Experience in Cybersecurity is required
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package