[Remote] L1 Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Abnormal Security is a company focused on email and SaaS security, utilizing behavioral AI to combat cyber threats. They are seeking an experienced L1 Technical Support Engineer to act as a trusted advisor for enterprise customers, resolve support tickets, and collaborate with engineering teams to improve product confidence and customer experience. Responsibilities • Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security. • Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations. • Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust. • Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation. • 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 empower customers. • Identify patterns in support interactions to flag recurring pain points and drive product improvements. Skills • Resides in U.S. Pacific timezone or Hawaii • 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms. • Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom. • Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams. • Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders. • 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 internal support processes. • Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus. Benefits • Bonus • Restricted stock units (RSUs) • Benefits Company Overview • Abnormal AI is the leading AI-native human behavior security platform. It was founded in 2018, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 1001-5000 employees. Its website is https://abnormal.ai/. Apply tot his job Apply To this Job