Technical Support Engineer

📋 Description

• Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email
• Own and resolve inbound support tickets—including configuration issues, API questions, behavioral
• Provide customers with clear, timely updates, root cause insights, and solution recommendations
• Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust
• Support seamless customer onboarding and engagement by working alongside Customer Success Managers.
• Create and maintain internal and external knowledge base content to improve case deflection and

🎯 Requirements

• 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven
• Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like
• Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally
• Excellent written and verbal communication skills, with the ability to explain technical concepts
• Familiarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
• A mindset for continuous learning, efficiency, and improving both the customer experience and