L1 Technical Support Engineer
Confirmed on the employer's own hiring board on Oct 11, 2026. First seen by Alion on Sep 25, 2026.
Join Abnormal Security as an L1 Technical Support Engineer, where you'll serve as a trusted technical advisor for enterprise customers using our Cloud Email Security, AI Security Agents, and SaaS Security solutions. You'll own and resolve inbound support tickets, deliver timely customer updates, and partner closely with Engineering teams. You'll also support onboarding and customer engagement efforts, create and maintain knowledge base documentation, and identify recurring support trends. This role offers a range of benefits, including healthcare, flexible PTO, 401k, and more.
Missions
- Serve as a trusted L1 technical advisor for enterprise customers, resolving inbound support tickets related to configuration issues, API questions, and threat investigations.
- Deliver timely customer updates, root cause analysis, and solution recommendations, building trust and confidence in the platform.
- Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
Profil recherché
- You're a motivated, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ years of experience, you've developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement- You're energized by the evolving threat landscape in email and SaaS security, and you're excited to support a platform that uses behavioral AI to stop the attacks others miss. You're equal parts communicator, troubleshooter, and customer champion-committed to delivering exceptional support and building customer trust at every step
- Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences
- Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively
- An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences
- Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution
- Knowledgeable in email security fundamentals, SaaS environments, and cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom
- A technically curious and customer-focused support professional with 4+ years of experience in technical support, ideally within cybersecurity, enterprise SaaS, or API-driven platforms
- Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes
- Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
- Strong written and verbal communication skills
- Experience using AI tools or AI-powered support platforms is highly preferred
- Experience troubleshooting APIs, integrations, and enterprise platform configurations
- Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools
- Customer-first mindset with a strong focus on problem-solving and operational excellence
- 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
- Strong understanding of email security concepts and modern cloud/SaaS ecosystems