L1 Technical Support Engineer

• Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security solutions
• Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations
• Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform
• Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation
• Support onboarding and customer engagement efforts alongside Customer Success Managers
• Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection
• Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience

Benefits

• Healthcare
• Flexible PTO
• 401k
• One Medical
• Flexible Spending Account
• Mental Health Resources
• Home Office Stipend
• Monthly Internet & Phone Stipend
• Health and Wellness Stipend- You’re a motivated, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ years of experience, you’ve developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement
• You’re energized by the evolving threat landscape in email and SaaS security, and you’re excited to support a platform that uses behavioral AI to stop the attacks others miss. You’re equal parts communicator, troubleshooter, and customer champion—committed to delivering exceptional support and building customer trust at every step
• Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences
• Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively
• An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences
• Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution
• Knowledgeable in email security fundamentals, SaaS environments, and cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom
• A technically curious and customer-focused support professional with 4+ years of experience in technical support, ideally within cybersecurity, enterprise SaaS, or API-driven platforms
• Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes
• Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
• Strong written and verbal communication skills
• Experience using AI tools or AI-powered support platforms is highly preferred
• Experience troubleshooting APIs, integrations, and enterprise platform configurations
• Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools
• Customer-first mindset with a strong focus on problem-solving and operational excellence
• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
• Strong understanding of email security concepts and modern cloud/SaaS ecosystems- Submit your application below. We review every submission and typically respond within two weeks