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L1 Technical Support Engineer
Abnormal SecurityTechnical Support Engineer providing enterprise customers support in email security solutions. Troubleshooting technical issues and building customer trust in a high-stakes cybersecurity environment.
Tech Stack
Tools & technologiesCloudCyber Security
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportemail securityAPI troubleshootinglog analysiscloud securitySaaS solutionsenterprise platform configurationproblem-solvingcustomer engagementroot cause analysis
Soft Skills
communicationcollaborationcustomer-first mindsetoperational excellencetrust building