L1 Technical Support Engineer

Abnormal AI
United States
Workplace: RemoteFull timeUSD 31.25 - 44.96Function: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Customer-first mindset","Problem-solving","Communication","Operational excellence","Continuous learning"]

Provide trusted L1 technical support for enterprise customers using Abnormal’s Cloud Email Security and AI Security Agents. Own and resolve inbound tickets covering configurations, API questions, behavioral false positives, and threat investigations. Deliver clear updates, root-cause analysis, and recommendations, collaborate with Engineering for high-quality resolution, and maintain post-mortem documentation and knowledge base content to improve self-service and case deflection.

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FursaFursa
Abnormal AI
Abnormal AI
13 hours 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: 2 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide trusted L1 technical support for enterprise customers using Abnormal’s Cloud Email Security and AI Security Agents. Own and resolve inbound tickets covering configurations, API questions, behavioral false positives, and threat investigations. Deliver clear updates, root-cause analysis, and recommendations, collaborate with Engineering for high-quality resolution, and maintain post-mortem documentation and knowledge base content to improve self-service and case deflection.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s email security and AI security solutions.
  • •Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.
  • •Provide timely customer updates, root cause analysis, and solution recommendations to build trust in the platform.
  • •Partner with Engineering to drive high-quality resolutions and maintain thorough post-mortem documentation.
  • •Create and maintain knowledge base documentation; identify recurring support trends and feedback to improve product functionality and user experience.

Pay and Benefits

Salary: USD 31.25 - 44.96

Key Requirements

  • •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 using log analysis and cross-functional collaboration.
  • •Experience using Salesforce, Jira, Confluence, or similar support and collaboration tools.
Experience:4+ yearsCybersecuritySaaSEnterprise technology
Skills:Customer-first mindsetProblem-solvingCommunicationOperational excellenceContinuous learning
Languages:English
Tech Stack:Microsoft 365Google WorkspaceSlackOktaSplunkCrowdStrikeCortex SOARREST APIsZoomSalesforceJiraConfluenceGPT

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
WebsiteLinkedIn