L1 Technical Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $31 - $44 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

Cybersecurity

Abnormal Security is a provider of cloud-native email security solutions that specializes in preventing a wide array of cyber threats. The company focuses on protecting businesses from attacks such as phishing, malware, ransomware, and social engineering, ensuring total protection for corporate email systems. Their offerings include business email security, phishing detection, and securing against account takeovers, making them a leader in the computer and network security space.

📋 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 • Partner with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation • Support onboarding and customer engagement efforts alongside Customer Success Managers • Create and maintain internal and external knowledge base documentation • Identify recurring support trends and customer pain points and provide product and user-experience feedback

🎯 Requirements

• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments • Knowledge of email security fundamentals and modern cloud/SaaS ecosystems • Knowledge of Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom • Experience troubleshooting APIs, integrations, and enterprise platform configurations • Ability to analyze logs and investigate and resolve technical issues • Experience partnering cross-functionally with Engineering and Product teams • Strong written and verbal communication skills • Experience with Salesforce, Jira, Confluence, or similar support and collaboration tools • Customer-first mindset with strong problem-solving and operational excellence focus • Experience using AI tools or AI-powered support platforms is highly preferred

🏖️ Benefits

• Bonus or incentive compensation may be available • Equity may be available • Comprehensive benefits package • Pre-employment checks aligned with applicable legislation and company security and privacy standards