L1 Technical Support Engineer

📋 Description

• Serve as L1 advisor for enterprise customers using Abnormal's Cloud Email Security and AI Security.
• Own and resolve inbound tickets: configuration, API questions, false positives, investigations.
• Provide timely updates, root cause analysis, and solution recommendations.
• Collaborate with Engineering for high-quality resolutions and post-mortem docs.
• Support onboarding and customer engagement with Customer Success Managers.
• Create and maintain knowledge base to improve self-service and deflection.

🎯 Requirements

• 4+ years in tech support within cybersecurity, SaaS, or enterprise tech.
• Strong knowledge of email security and cloud/SaaS ecosystems.
• Experience troubleshooting APIs, integrations, and configurations.
• Ability to analyze logs and resolve issues with cross-functional collaboration.
• Excellent written and verbal communication skills.
• Experience with Salesforce, Jira, Confluence or similar tools.
• Customer-first mindset with focus on problem-solving and ops excellence.
• Familiar with AI-powered support tools and platforms.

🎁 Benefits

• Bonus or incentive compensation.
• Equity.
• Comprehensive benefits package.