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Abnormal

L1 Technical Support Engineer

Remote - USA (Remote)$53.6k–$77kmidAdded today

About this role

L1 Technical Support Engineer for an AI-powered email and SaaS security platform, supporting enterprise customers with configuration, API integration, and threat investigation issues. The role combines customer advocacy with cross-functional collaboration to resolve complex technical problems and drive continuous product improvement.

What you'll do

  • Own and resolve inbound support tickets covering configuration, APIs, false positives, and threat investigations
  • Conduct root cause analysis and deliver timely customer updates with solution recommendations
  • Partner with Engineering teams to drive high-quality resolutions and maintain documentation
  • Create and maintain internal and external knowledge base articles for self-service and case deflection
  • Support customer onboarding and engagement alongside Customer Success Managers
  • Identify recurring support trends and provide product feedback to improve functionality

What they're looking for

  • Email security fundamentals
  • Cloud platforms (Microsoft 365, Google Workspace, Okta, Splunk, CrowdStrike)
  • REST APIs and SaaS integrations
  • Log analysis and troubleshooting
  • Salesforce, Jira, Confluence
  • Technical communication with mixed audiences
  • AI-powered tools and GPT-based assistants
  • Cross-functional collaboration

Benefits

  • Remote work (USA)
  • Comprehensive benefits package
  • Bonus or incentive compensation eligibility
  • Equity opportunities
  • Work with behavioral AI security platform
  • Customer-focused, growth-oriented environment
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Abnormal

Abnormal builds AI-powered email security solutions that protect against threats through narrative-driven threat understanding, SMTP relay infrastructure, and advanced filtering capabilities. The company is hiring software engineers, infrastructure engineers, sales engineers, and technical support specialists to expand its platform and support enterprise customers.

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Likely interview questions

  • Walk us through a complex technical support ticket you resolved—what was your troubleshooting process and how did you communicate with the customer?
  • Describe your experience with API troubleshooting and integrations. How would you approach a customer reporting integration failures?
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