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Abnormal

L1 Technical Support Engineer

Remote - USA (Remote)$65k–$93.5kmidAdded today

About this role

Join Abnormal as an L1 Technical Support Engineer to deliver expert technical guidance for enterprise customers using cloud email security and AI-powered SaaS solutions. With 4+ years of cybersecurity or enterprise support experience, you'll investigate complex issues, own ticket resolution, and collaborate cross-functionally to drive product improvements in a high-stakes security environment.

What you'll do

  • Own and resolve technical 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 resolutions and maintain post-mortem documentation
  • Create and maintain internal and external knowledge base documentation for self-service and case deflection
  • Support customer onboarding and engagement alongside Customer Success teams
  • Identify recurring support trends and provide product feedback for improvement

What they're looking for

  • Email security concepts and threat investigation
  • Cloud platforms: Microsoft 365, Google Workspace, Slack, Okta, Zoom
  • API troubleshooting and enterprise platform integrations
  • Log analysis and technical troubleshooting
  • Salesforce, Jira, Confluence workflow management
  • AI-powered tools and GPT-based assistants
  • Written and verbal communication for technical and non-technical audiences
  • Cross-functional collaboration and problem-solving

Benefits

  • Remote work (USA-based)
  • Bonus or incentive compensation eligible
  • Equity participation
  • Comprehensive benefits package
  • Work with cutting-edge behavioral AI security platform
  • Continuous learning and operational efficiency focus
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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 your most complex technical support case in cybersecurity or SaaS—how did you approach root cause analysis?
  • Describe your experience troubleshooting API integrations and enterprise platform configurations. What was your process?
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