Abnormal AIRemote
Technical Support Engineer – AI Cybersecurity Platform
United States
Full-time
5 hours ago
$24 - $52 USD
H1B Sponsor Likely
Key skills
Technical support experienceEmail security knowledgeSaaS platforms expertiseCloud ecosystems knowledgeDebugging complex issuesCommunication skillsSalesforce familiarityJira familiarityConfluence familiarityAI tools experienceAIOktaSplunkREST APISaaSSalesforceJiraConfluenceCommunicationCollaborationCustomer Success
About this role
Abnormal AI is a company focused on using behavioral AI to enhance cybersecurity. They are seeking a Technical Support Engineer who will act as a trusted advisor for enterprise customers, resolving complex technical issues and driving product improvements.
Responsibilities:
- Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security
- Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations
- Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust
- Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation
- Support seamless customer onboarding and engagement by working alongside Customer Success Managers
- Create and maintain internal and external knowledge base content to improve case deflection and empower customers
- Identify patterns in support interactions to flag recurring pain points and drive product improvements
Requirements:
- 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms
- Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom
- Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
- Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence
- A mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes
- Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus