Description
We're seeking an experienced, customer-focused technical support engineer with a passion for solving complex problems in high-stakes environments. You'll work with Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security, supporting enterprise customers and driving technical investigations.
About the Role As a trusted L1 technical advisor, you'll own and resolve inbound support tickets, provide clear updates, and collaborate with Engineering to ensure high-quality resolutions. You'll also create internal and external knowledge base content, identify patterns in support interactions, and drive product improvements.
Requirements
- 4+ years of experience in technical support, 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
- Familiarity with support and collaboration tools like Zendesk, Salesforce, Jira, and Confluence
- A mindset for continuous learning and improving customer experience and internal support processes
- Experience with AI tools is a strong plus
Responsibilities
- Act as a trusted L1 technical advisor for enterprise customers
- Own and resolve inbound support tickets
- Provide customers with clear, timely updates and solution recommendations
- Collaborate closely with Engineering to ensure timely, high-quality resolutions
- Support seamless customer onboarding and engagement
- Create and maintain internal and external knowledge base content
- Identify patterns in support interactions to drive product improvements