L1 Technical Support Engineer

About this role

Join Abnormal AI as an L1 Technical Support Engineer supporting enterprise customers using cloud email security and AI-powered SaaS solutions. With 4+ years of technical support experience in cybersecurity or SaaS environments, you'll troubleshoot complex issues, guide customers through configurations, and partner with engineering teams to drive product improvements.

What you'll do

• Own and resolve enterprise support tickets covering configurations, API questions, and threat investigations
• Deliver root cause analysis and solution recommendations with timely customer updates
• Collaborate with Engineering teams on high-quality resolutions and post-mortem documentation
• Create and maintain internal and external knowledge base documentation
• Identify recurring support trends and provide feedback to improve product functionality
• Support customer onboarding and engagement alongside Customer Success teams

What they're looking for

• Technical support (4+ years in cybersecurity or SaaS)
• Email security fundamentals and cloud ecosystems (Microsoft 365, Google Workspace, Slack, Okta)
• API troubleshooting and integration support
• Log analysis and technical investigation
• Salesforce, Jira, Confluence, or similar tools
• Written and verbal communication
• AI-powered tools and GPT-based assistants
• Customer-first problem-solving mindset

Benefits

• Remote position (USA-based)
• Competitive base salary ($31.25–$44.96/hour)
• Bonus or incentive compensation eligible
• Equity opportunities
• Comprehensive benefits package