Abnormal AI

1 day ago

L1 Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Serve as an L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security and SaaS Security solutions. Triage and resolve inbound tickets involving configurations, REST APIs, behavioral false positives, and threat investigations. Provide timely updates with root-cause analysis and recommendations, partner with Engineering for resolution and post-mortems, and support onboarding plus knowledge base documentation to improve self-service and deflection.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security and SaaS Security solutions.
•Own and resolve inbound support tickets, including configuration issues, API questions, behavioral false positives, and threat investigations.
•Deliver timely customer updates with root cause analysis and solution recommendations to build trust in the platform.
•Partner closely with Engineering to drive high-quality resolutions and maintain thorough post-mortem documentation.
•Support onboarding and customer engagement with Customer Success, and maintain internal/external knowledge base documentation.

Pay and Benefits

Salary: USD 25.77 - 37.02

Equity and Bonus:Equity

Key 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 using log analysis and cross-functional collaboration.
•Strong written and verbal communication skills, including experience using Salesforce, Jira, and Confluence (or similar) to manage support workflows.

Experience:CybersecuritySaaSEnterprise technologyAPI-driven platformsEmail security

Skills:Customer-focusedTroubleshootingLog analysisCross-functional collaborationCommunicationProblem-solvingContinuous learningOperational excellence

Languages:English

Tech Stack:Microsoft 365Google WorkspaceSlackOktaSplunkCrowdStrikeCortex SOARREST APIsZoomSalesforceJiraConfluenceGPT-based assistantsAI-powered tools

Company Brief

Abnormal AI

Provides AI-powered email security and human behavior analysis to detect phishing, business email compromise, and account takeover attacks. The platform helps organizations protect employees and communications across cloud email and collaboration tools.

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2018

Website LinkedIn

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Abnormal AI

1 day ago

L1 Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security and SaaS Security solutions.
•Own and resolve inbound support tickets, including configuration issues, API questions, behavioral false positives, and threat investigations.
•Deliver timely customer updates with root cause analysis and solution recommendations to build trust in the platform.
•Partner closely with Engineering to drive high-quality resolutions and maintain thorough post-mortem documentation.
•Support onboarding and customer engagement with Customer Success, and maintain internal/external knowledge base documentation.

Pay and Benefits

Salary: USD 25.77 - 37.02

Equity and Bonus:Equity

Key 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 using log analysis and cross-functional collaboration.
•Strong written and verbal communication skills, including experience using Salesforce, Jira, and Confluence (or similar) to manage support workflows.

Experience:CybersecuritySaaSEnterprise technologyAPI-driven platformsEmail security

Skills:Customer-focusedTroubleshootingLog analysisCross-functional collaborationCommunicationProblem-solvingContinuous learningOperational excellence

Languages:English

Tech Stack:Microsoft 365Google WorkspaceSlackOktaSplunkCrowdStrikeCortex SOARREST APIsZoomSalesforceJiraConfluenceGPT-based assistantsAI-powered tools

Company Brief

Abnormal AI

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2018

Website LinkedIn