• Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security. • Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations. • Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust. • Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation. • Support seamless customer onboarding and engagement by working alongside Customer Success Managers. • Create and maintain internal and external knowledge base content to improve case deflection and empower customers. • Identify patterns in support interactions to flag recurring pain points and drive product improvements.