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.

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.

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
This role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

L1 Technical Support Engineer

Key skills