L1 Technical Support Engineer

📋 Description

• Serve as L1 advisor for enterprise customers on Abnormal Cloud Email Security.
• Own and resolve inbound tickets: config issues, API questions, false positives, investigations.
• Provide timely updates, root-cause analysis, and solution recommendations.
• Partner with Engineering to drive resolutions and maintain post-mortem docs.
• Support onboarding and customer engagement with Customer Success.
• Create and maintain knowledge base docs to improve self-service and deflection.

🎯 Requirements

• 2 years of tech support experience in cybersecurity, SaaS, or enterprise tech.
• Strong understanding of email security and cloud/SaaS ecosystems.
• Experience troubleshooting APIs, integrations, and enterprise configurations.
• Ability to investigate issues via log analysis and cross-functional collaboration.
• Excellent written and verbal communication skills.
• Experience with Salesforce, Jira, Confluence, or similar tools.
• Customer-first mindset focused on problem solving and operational excellence.
• Experience using AI tools or AI-powered support platforms preferred.