L1 Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable L1 technical advisor for enterprise clients utilizing Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security offerings.

• Take ownership of and resolve incoming support tickets, encompassing configuration challenges, API inquiries, behavioral false positives, and threat investigations.

• Provide prompt customer updates, conduct root cause analyses, and recommend solutions that foster trust and confidence in the platform.

• Collaborate closely with Engineering teams to ensure high-quality resolutions and maintain comprehensive post-mortem documentation.

• Assist in onboarding and customer engagement initiatives in partnership with Customer Success Managers.

• Develop and sustain internal and external knowledge base documentation to enhance customer self-service and reduce case volume.

• Recognize recurring support trends and customer issues, and offer feedback to enhance product functionality and user experience.

⛳️ Requirements

• Over 4 years of experience in technical support within cybersecurity, SaaS, or enterprise technology settings.

• Solid grasp of email security principles and contemporary cloud/SaaS environments.

• Proven experience troubleshooting APIs, integrations, and configurations of enterprise platforms.

• Capability to investigate and resolve technical issues through log analysis and cross-functional teamwork.

• Excellent written and verbal communication abilities.

• Familiarity with Salesforce, Jira, Confluence, or similar support and collaboration tools.

• A customer-first approach with a strong emphasis on problem-solving and operational excellence.

• Experience with AI tools or AI-driven support platforms is highly desirable.

🏝️ Benefits

• Actual compensation will be determined based on various non-discriminatory factors including skills, experience, qualifications, and geographic location.

• Along with base salary, this position may qualify for bonus or incentive compensation, equity, and a comprehensive benefits package.