Email Security Analyst Manager
Updated on 11/30/2023
Abnormal Security

501-1,000 employees

Cloud-Native Email Security
Company Overview
Abnormal Security's mission is to protect the internet. They will protect knowledge workers across the cloud, wherever they work.
AI & Machine Learning

Company Stage

Series C

Total Funding





San Francisco, California

Growth & Insights

6 month growth


1 year growth


2 year growth

Remote in USA
Experience Level
Desired Skills
Customer Service
IT & Security
Customer Success & Support
  • 2+ years leading support/service/engineering teams of 5+
  • Strong experience with Email Security, Security, Cloud Security technologies and products
  • Experience in building and scaling a team
  • Excellent written & verbal communication skills, can quickly, accurately and clearly communicate with team members & stakeholders
  • Strong written, spoken, and presentation skills, including creating customer-facing materials such as RCA’s or COE’s
  • Solid understanding of common email attacks, phishing techniques, email signals
  • Strong technical troubleshooting skills that enable independent issue investigation and effective, efficient collaboration with Engineering and Product organizations when necessary (e.g., bug fixes and enhancements)
  • Can effectively earn trust and credibility from a diverse set of Engineering, Product, and Design team members
  • Able to accurately assess interview candidate qualifications, and hire top talent
  • Can pull in detection engineers for help, clearly communicate with them, and convey the root issues we are seeing with a particular set of FNs or FPs
  • Actively mentoring & influencing others
  • Responsible for setting and tracking KPIs for the team, both individually and team-level
  • Customer-service oriented with a problem-solving attitude
  • Actively manages team performance - understands team member’s strengths and weaknesses, areas of growth, whether they are meeting their specific role expectations, and has a plan to address under & over performance
  • Coaches, provides timely, actionable feedback, and invests time in career development of team members
  • Creates a healthy team environment & culture with low attrition & high team member satisfaction
  • Customer Issue containment via high quality Analyst containment rules and identification of threat landscape trends
  • Creating high quality and timely Root Cause Analysis reports
  • Owns end-to-end resolution of Customer escalation issues for Detection, which includes being the first level of representation for Detection engineering in customer meetings and management of incident follow-ups
  • Drive continuous improvement and champion positive change to improve Analyst service level agreements, customer satisfaction times, resolution times for escalations, and overall operating costs
  • Partner with the Abnormal Security Engineering and Product leads along with CS Technical Leads to drive down escalations, escalate trends, surface key priorities, and overall improve Detection efficacy health for customers. Drive the appropriate SLAs and processes to solve issues in these areas
  • Ensures execution and attainment of team’s goals via quarterly goals and long-term roadmaps
  • Enforces technical design and project plans, along with PMs and Tech Leads
  • Ensures best practices & organizational processes are being followed within the team
  • Runs an effective hiring process, which includes creating relevant plans for open job reqs, and hiring qualified candidates efficiently, and training qualified interviewers