L1 Technical Support Engineer

Job not on LinkedIn

🕒 5 days ago

🇺🇸 United States – Remote

💵 $31 - $44 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Abnormal provides total protection against the widest range of attacks including phishing, malware, ransomware, social engineering, executive impersonation, supply chain compromise, internal account compromise, spam, and graymail.

📋 Description

• 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

• 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

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. • This role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.