L1 Technical Support Engineer
Join Abnormal Security as an L1 Technical Support Engineer to support enterprise customers in email and SaaS security.
Posted by employer 1 day ago
First seen on Joblaze 2 hours ago
Last verified on the company career page 2 hours ago
Skills & Technologies
What you'll build
- Serve as a trusted L1 technical advisor for enterprise customers
- Own and resolve inbound support tickets
- Deliver timely customer updates and root cause analysis
- Partner closely with Engineering teams for resolutions
- Create and maintain knowledge base documentation
Must have
- 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
- Experience troubleshooting APIs, integrations, and enterprise platform configurations
- Strong written and verbal communication skills
- Experience working with Salesforce, Jira, Confluence, or similar tools
Nice to have
- Experience using AI tools or AI-powered support platforms
AI in the day-to-day
Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes.
Requirements
- Experience
- 4+ years
Not disclosed in this posting: visa sponsorship.
Joblaze summary
In this role, the L1 Technical Support Engineer serves as a primary point of contact for enterprise customers, addressing a range of technical issues related to email and SaaS security solutions. The position requires expertise in troubleshooting APIs and cloud environments, along with strong communication skills to convey complex concepts to diverse audiences. Ideal candidates have over four years of experience in technical support, particularly within cybersecurity or enterprise technology. The role emphasizes collaboration with engineering teams to enhance product functionality and improve customer experiences.
Joblaze insights
- Listed today on Joblaze — tracked directly from Abnormal Security's career page.
- Abnormal Security has 79 other open roles including Software Engineer II - Insider Risk, Enterprise Account Executive - Chicago, Sr. Customer Success Manager, Federal.
- 1202 active Salesforce roles on Joblaze right now.
- 307 active Jira roles on Joblaze right now.
- 274 active Google Workspace roles on Joblaze right now.
- Typical Salesforce salary we track runs $93,203–$165,000 (median $128,000, across 631 roles). See Salesforce salary trends
Quick facts
- Is the L1 Technical Support Engineer role remote?
- Yes — Abnormal Security lists this as a fully remote position.
- What's the salary range?
- Abnormal Security lists $31–$44 for this role.
- How much experience is required?
- At least 4 years of relevant experience for this L1 Technical Support Engineer role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Confluence, Cortex SOAR, CrowdStrike, Google Workspace, Jira, Microsoft 365.
- What seniority level is this role?
- Abnormal Security targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this L1 Technical Support Engineer role at Abnormal Security.
From the original posting
About the Role
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.
Who you are
- 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.
- 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.
- Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution.
- An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences.
- Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively.
- Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences.
- Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes.
What you will do
- Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions.
- Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.
- Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform.
- Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.
- Support onboarding and customer engagement efforts alongside Customer Success Managers.
- Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
- Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.
Must Haves
- 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.
- Experience troubleshooting APIs, integrations, and enterprise platform configurations.
- Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.
- Strong written and verbal communication skills.
- 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.
- Experience using AI tools or AI-powered support platforms is highly preferred.
#LI-EM3
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.