L1 Technical Support Engineer
Abnormal SecurityEmail Security company
United StatesJunior
Wellington Management
Greylock Partners
Menlo Ventures
Insight Partners
CrowdStrike Falcon Fund
Software Engineering
About the role
TL;DR
Provide L1 technical support for enterprise customers using Abnormal's security solutions.
- •You're a motivated, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments.
- •With 2 years of experience, you've developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement.
- •You're energized by the evolving threat landscape in email and SaaS security, and you're excited to support a platform that uses behavioral AI to stop the attacks others miss.
- •You're equal parts communicator, troubleshooter, and customer champion—committed to delivering exceptional support and building customer trust at every step.
- •Key Responsibilities 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.
- •Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
- •Requirements 2 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.
Required skills
JiraConfluenceREST APISlackSalesforce
Domain expertise
cybersecurity
Tech stack
SalesforceJiraConfluenceREST APISlack