L1 Technical Support Engineer

Jobtailor; Deutschland; Remote; EUR 60.000 - 85.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced L1 Technical Support Specialist to assist enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions. You will own and resolve inbound tickets, provide root cause analysis, and deliver timely solution recommendations.

You will partner with Engineering to drive high-quality resolutions, support onboarding and engagements, and contribute to knowledge base content while identifying recurring trends and feeding

Qualifikationen

• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.
• Knowledge of email security fundamentals and modern cloud/SaaS ecosystems.
• Experience troubleshooting APIs, integrations, and enterprise platform configurations.
• Strong written and verbal communication skills.
• Experience with Salesforce, Jira, Confluence, or similar support tools.
• Customer-first mindset with problem-solving focus.
• Experience using AI tools or AI-powered support platforms preferred.

Aufgaben

• 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
• Partner with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation
• Support onboarding and customer engagement efforts alongside Customer Success Managers
• Create and maintain internal and external knowledge base documentation
• Identify recurring support trends and customer pain points and provide product and user-experience feedback

Kenntnisse

Tech support experience

API Troubleshooting

Log Analysis

Cross-functional

Customer-focused

Tools

Salesforce

Jira

Confluence

Splunk

CrowdStrike

Cortex SOAR

REST APIs

Microsoft 365

Google Workspace

Slack

Okta

Zoom

Jobbeschreibung

• 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
• Partner with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation
• Support onboarding and customer engagement efforts alongside Customer Success Managers
• Create and maintain internal and external knowledge base documentation
• Identify recurring support trends and customer pain points and provide product and user-experience feedback

Requirements

• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
• Knowledge of email security fundamentals and modern cloud/SaaS ecosystems
• Knowledge of Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom
• Experience troubleshooting APIs, integrations, and enterprise platform configurations
• Ability to analyze logs and investigate and resolve technical issues
• Experience partnering cross-functionally with Engineering and Product teams
• Strong written and verbal communication skills
• Experience with Salesforce, Jira, Confluence, or similar support and collaboration tools
• Customer-first mindset with strong problem-solving and operational excellence focus
• Experience using AI tools or AI-powered support platforms is highly preferred

Core Competencies

Demonstrates expertise in technical support within cybersecurity and SaaS environments, with a strong focus on email security fundamentals and API troubleshooting. Capable of delivering customer-centric solutions and collaborating effectively with cross-functional teams.

Highest-signal resume keywords

• Technical Support Experience
• Email Security Fundamentals
• API Troubleshooting
• Cross-Functional Collaboration
• Customer-Focused Problem Solving

Hard Skills

• Technical Support
• API Troubleshooting
• Log Analysis
• Configuration Management
• Cybersecurity Knowledge
• SaaS Ecosystem Understanding
• Email Security
• Customer Engagement
• Root Cause Analysis
• Solution Recommendations

Soft Skills

• Strong Communication Skills
• Customer-First Mindset
• Problem-Solving
• Operational Excellence

Industry Keywords

• Cybersecurity
• SaaS
• Enterprise Technology
• Cloud Security
• Technical Support

Tools & Technologies

• Microsoft 365
• Google Workspace
• Slack
• Okta
• Splunk
• CrowdStrike
• Cortex SOAR
• REST APIs
• Salesforce
• Jira