L1 Technical Support Engineer

<h2>About the Role</h2> <p>You're a motivated, 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.</p> <p>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.</p> <h2>Who you are</h2> <ul> <li>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.</li> <li>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.</li> <li>Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution.</li> <li>An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences.</li> <li>Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively.</li> <li>Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences.</li> <li>Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes.</li> </ul> <h2>What you will do</h2> <ul> <li>Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions.</li> <li>Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.</li> <li>Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform.</li> <li>Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.</li> <li>Support onboarding and customer engagement efforts alongside Customer Success Managers.</li> <li>Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.</li> <li>Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.</li> </ul> <h2>Must Haves</h2> <ul> <li>4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.</li> <li>Strong understanding of email security concepts and modern cloud/SaaS ecosystems.</li> <li>Experience troubleshooting APIs, integrations, and enterprise platform configurations.</li> <li>Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.</li> <li>Strong written and verbal communication skills.</li> <li>Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools.</li> <li>Customer-first mindset with a strong focus on problem-solving and operational excellence.</li> <li>Experience using AI tools or AI-powered support platforms is highly preferred.</li> </ul> <p>#LI