Cyber SaaS Support Engineer — AI-Driven Security

Abnormal AI; United States; Presencial; USD 43.000 - 62.000; Jornada completa

Descripción de la vacante

Abnormal AI is seeking a motivated technical support professional to serve as a trusted L1 advisor for enterprise customers using Cloud Email Security and AI Security Agents.

You will own inbound tickets, conduct root-cause analyses, and deliver actionable solutions that build trust and drive platform adoption. The role emphasizes collaboration with Engineering and CS to enhance customer experience.

Formación

• 4+ years of technical support experience in cybersecurity, SaaS, or enterprise tech.
• Strong knowledge of email security and cloud/SaaS ecosystems.
• Experience troubleshooting APIs and enterprise configurations.
• Ability to analyze logs and collaborate cross-functionally.
• Excellent written and verbal communication.
• Experience with Salesforce, Jira, Confluence.
• Customer-first mindset and problem-solving.
• Experience using AI tools is preferred.

Responsabilidades

• Serve as 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 questions, behavioral false positives, and threat investigations.
• Deliver timely customer updates, root cause analysis, and solution recommendations that build trust in the platform.
• Partner with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation.
• Support onboarding and customer engagement efforts with Customer Success Managers.
• Create and maintain internal and external knowledge base documentation to improve self-service.
• Identify recurring support trends and feedback to improve product functionality.

Conocimientos

Technical support

Cybersecurity

SaaS

Enterprise tech

API integrations

Log analysis

Communication

REST APIs

Herramientas

Salesforce

Jira

Confluence

Slack

Okta

CrowdStrike

Zoom

REST APIs

Descripción del empleo

Abnormal AI is seeking a motivated technical support professional to serve as a trusted L1 advisor for enterprise customers using Cloud Email Security and AI Security Agents.

You will own inbound tickets, conduct root-cause analyses, and deliver actionable solutions that build trust and drive platform adoption. The role emphasizes collaboration with Engineering and CS to enhance customer experience.