Abnormal
Technology
L1TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“L1 Technical Support Engineer at Abnormal. Skills: Technical support, Cybersecurity, SaaS security, Behavioral AI. Serve as L1 technical advisor. Resolve inbound support tickets”
What You'll Achieve.
Improve customer self-service; Improve case deflection; Improve product functionality; Improve user experience
Industry & Context.
Problem-solving; Troubleshooting complex issues; Root cause analysis
What They're Looking For.
Must Have
4+ years experience technical support, Experience troubleshooting APIs, Experience troubleshooting integrations, Experience troubleshooting platform configurations, Ability to investigate technical issues, Ability to resolve technical issues, Experience with Salesforce, Experience with Jira, Experience with Confluence, Experience with similar support tools, Experience with similar collaboration tools
Nice to Have
Experience using AI tools, Experience using AI-powered support platforms
What You'll Do.
Serve as L1 technical advisor
Resolve inbound support tickets
Investigate behavioral false positives
Investigate threat investigations
Deliver customer updates
Provide root cause analysis
Provide solution recommendations
Partner with Engineering teams
Drive high-quality resolutions
Maintain post-mortem documentation
Support onboarding efforts
Support customer engagement
Create knowledge base documentation
Maintain knowledge base documentation
Identify support trends
Identify customer pain points
Provide feedback to improve product
How You'll Work.
Team & Collaboration
Partner cross-functionally; Partner with Engineering; Partner with Product teams; Partner with Customer Success Managers
Communication Scope
Explain technical concepts
Full Job Description
About the Role You're an experienced, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ 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. Who you are A technically curious and customer-focused support professional with 4+ years of experience in technical support, ideally within cybersecurity, enterprise SaaS, or API-driven platforms. Knowledgeable in email security fundamentals, SaaS environments, and cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom. Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution. An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences. Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively. Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences. Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes. What you will do 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 inv
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