L1 Technical Support Engineer

Abnormal Security

full-time

Posted on: 9/18/2025

Origin: • 🇺🇸 United States • Hawaii

✨ AI Apply

💰 $63,800 - $75,000 per year

Mid-LevelSenior

CloudCyber SecuritySplunk

About the role

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 to reinforce product confidence and trust
Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation
Support 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

Resides in U.S. Pacific timezone or Hawaii
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 (Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API, 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 Zendesk, Salesforce, Jira, and Confluence
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) is a strong plus