L1 Cybersecurity Support Engineer — Enterprise-Grade

United States Digital Space LLC

United States

Remote

USD 54,000 - 77,000

Full time

14 days+

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Job summary

Abnormal AI is seeking a motivated technical support professional with 2 years of experience to support enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions.

You will troubleshoot APIs, analyze logs, and collaborate with Engineering and Product teams to drive resolutions while delivering timely updates and post-mortem documentation. This role emphasizes customer trust and operational excellence.

Qualifications

2 years of technical support experience in cybersecurity, SaaS, or enterprise tech.
Strong understanding of email security concepts and cloud SaaS ecosystems.
Experience troubleshooting APIs, integrations, and enterprise platform configurations.
Ability to investigate issues via log analysis and cross-functional collaboration.
Excellent written and verbal communication skills.
Experience with Salesforce, Jira, Confluence or similar tools.

Responsibilities

Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's security solutions.
Own and resolve inbound support tickets including configuration, API, and investigation requests.
Provide timely updates, root-cause analysis, and solution recommendations.
Collaborate with Engineering to drive high-quality resolutions and post-mortems.
Assist onboarding and customer engagement with Customer Success.
Create and maintain knowledge base docs to improve self-service and deflection.
Identify recurring issues and provide product feedback to improve UX.