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.

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportemail securitySaaS platformscloud ecosystemsAPIdebugginglog analysisAI toolstroubleshooting

Soft Skills

communicationcollaborationproblem-solvingcustomer experience improvementcontinuous learning