Critical Situation Manager

📋 Description

• Own the customer-facing response for high-stakes technical situations to restore confidence.
• Lead investigations with R&D and other technical teams, translating feedback into actionable
• Communicate findings clearly to customers, including executive stakeholders.
• Manage the full engagement arc from investigation to resolution and close-out.
• Set and maintain timeline expectations with customers and track outcomes for process improvements.

🎯 Requirements

• 5-7 years of customer-facing experience in a technical role with escalation management.
• Sufficient technical fluency in Abnormal's detection architecture and tooling to engage credibly
• Proven success in de-escalations for complex, strategic customers and good judgment on response
• Strong understanding of customer lifecycle, support workflows, and escalation best practices.
• Excellent verbal and written communication, including executive-level delivery.
• Ability to drive multi-week engagements to resolution, not just initial calls.

🎁 Benefits

• Actual compensation will be determined by skills, experience, and location. Base salary may be