Critical Situation Manager – Cybersecurity Escalations (US Remote)

Job Overview

The Critical Situation Manager will take ownership of high-stakes technical customer situations that require coordinated investigation and response. The role combines technical fluency, escalation management, executive communication, cross-functional leadership, customer trust restoration, and process development.

Key Responsibilities

• Serve as the customer-facing owner for high-stakes technical situations where confidence in the platform needs to be restored.
• Assess incoming situations and determine the appropriate level of response.
• Determine when a concern can be addressed through a clear explanation and when a full cross-functional investigation is required.
• Coordinate with R&D and other technical teams to investigate customer-reported concerns.
• Translate customer feedback into precise and actionable technical investigation requests.
• Translate technical findings into clear and credible communications for customer stakeholders.
• Communicate effectively with customer executives when required.
• Own each assigned engagement from investigation through resolution and formal customer close-out.
• Set clear timeline expectations with customers throughout an engagement.
• Maintain consistent communication so customers are not left with unexplained gaps during investigations.
• Track findings and outcomes across critical situations.
• Identify recurring themes that can inform product and process improvements.
• Build and improve Abnormal’s Critical Situation Management process.
• Develop playbooks for recurring escalation scenarios.

Required Qualifications

• 5–7 years of customer-facing experience in a technical role.
• Relevant backgrounds may include Technical Account Management, Sales Engineering, Support Engineering, or related enterprise SaaS roles.
• Proven experience managing customer escalations.
• Cybersecurity experience is required.
• Sufficient technical fluency to engage credibly with both Abnormal’s R&D teams and customers without requiring a technical translator.
• Ability to understand Abnormal’s detection architecture and investigation tooling.
• Demonstrated success leading de-escalations involving complex, strategic customers.
• Strong judgment when determining the appropriate response to a customer concern.
• Strong understanding of the customer lifecycle.
• Strong understanding of support workflows and escalation-management best practices.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with customer executives and internal senior stakeholders.
• Comfort owning complex, multi-week engagements through complete resolution.
• Strong organizational skills and ability to prioritize multiple high-stakes situations simultaneously.
• Ability to establish cross-functional trust quickly, including with technical teams outside the direct reporting structure.
• Empathy-driven and customer-first approach with a bias toward action.

Critical Situation Management

This role engages when customer feedback is substantive enough to require coordinated investigation from R&D or other technical teams. The Critical Situation Manager is responsible for structuring the investigation, keeping the customer informed, and ensuring the engagement reaches a clear resolution.

The role requires balancing technical investigation with customer relationship management. Technical findings must be translated into communication that customers and executives can understand and trust.

Customer Escalation Focus

• Strategic customer escalations
• Technical investigations
• Customer de-escalation
• Executive communication
• Customer confidence restoration
• Cross-functional incident coordination
• Technical issue translation
• Timeline and expectation management
• Formal resolution and close-out
• Escalation playbooks
• Recurring issue analysis

Cross-Functional Collaboration

The Critical Situation Manager will coordinate across Customer Success, Product, Engineering, Support, R&D, and other technical teams to investigate and resolve significant customer concerns.

The position does not require direct authority over all participating teams, making the ability to build trust, influence action, organize investigations, and maintain accountability across functions particularly important.

Compensation

The stated base salary range for this position is $107,100–$154,000 USD per year.

Abnormal states that actual compensation will be determined using factors including skills, experience, qualifications, and geographic location. The role may also be eligible for bonus or incentive compensation, equity, and benefits.

AI-Assisted Hiring Process

Abnormal uses AI-assisted tools to help recruiters and interviewers prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for interviewers to explore.

The employer states that these tools do not automatically screen candidates or make hiring decisions. Every candidacy decision is made by a person.

Interview & Pre-Employment Process

Abnormal conducts video interviews and validates applicant identity at various stages of the recruitment process.

If an applicant receives a conditional employment offer, required pre-employment checks must be completed successfully before the candidate can progress to a final offer.

Remote Work

This position is explicitly listed as Remote – USA.

The supplied listing does not specify individual state restrictions, required time zones, travel requirements, work-authorization requirements, or equipment arrangements.

Recruitment Safety

Abnormal states that official recruiting communications come from email addresses using the @abnormal.ai domain. The employer states that it will never request payment or sensitive financial information during the hiring process.