L1 Technical Support Engineer

About the Role

You're an experienced, 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.

Who you are

• 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.
• 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.
• Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution.
• An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences.
• Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively.
• Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences.
• Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes.

What you will do

• 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.

Must Haves

• 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.
• Experience troubleshooting APIs, integrations, and enterprise platform configurations.
• Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.
• Strong written and verbal communication skills.
• 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.
• Experience using AI tools or AI-powered support platforms is highly preferred.

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