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 solutions.

• Manage and resolve incoming support tickets, addressing configuration challenges, API inquiries, behavioral false positives, and threat investigations.

• Provide timely updates to customers, conduct root cause analyses, and offer solution recommendations.

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

• Assist in onboarding and engage with customers in collaboration with Customer Success Managers.

• Develop and sustain internal and external knowledge base documentation.

• Recognize recurring support patterns and customer challenges, delivering feedback on products and user experiences.

⛳️ Requirements

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

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

• Familiarity with Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.

• Proficient in troubleshooting APIs, integrations, and configurations of enterprise platforms.

• Capability to analyze logs and investigate as well as resolve technical problems.

• Experience in cross-functional collaboration with Engineering and Product teams.

• Excellent written and verbal communication abilities.

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

• Customer-centric approach with a strong focus on problem-solving and operational excellence.

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

🏝️ Benefits

• Bonus or incentive compensation may be offered.

• Equity options may be available.

• Comprehensive benefits package provided.

• Pre-employment checks conducted in accordance with relevant legislation and company security and privacy standards.