L1 Security Support Engineer – AI-Driven SaaS for Enterprise

Abnormal Security Corp.; United States; Remote; USD 43,000 - 62,000; Full time

Job summary

Abnormal Security Corp. is seeking a motivated, customer-obsessed technical support professional with 4+ years of experience to support enterprise customers.

You will troubleshoot complex issues, investigate API questions, and advocate for product improvements in a high-stakes security environment. You will collaborate with Engineering and Product teams, delivering timely updates and actionable solutions, and help drive onboarding and knowledge-base efforts to improve self-service and reduce

Qualifications

• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.
• Strong understanding of email security concepts and modern cloud/SaaS ecosystems.
• Experience troubleshooting APIs, integrations, and enterprise platform configurations.
• Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.
• Strong written and verbal communication skills.
• Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools.
• Customer-first mindset with a strong focus on problem-solving and operational excellence.
• Experience using AI tools or AI-powered support platforms is highly preferred.

Responsibilities

• 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 that build trust and confidence in the platform.
• Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.
• Support onboarding and customer engagement efforts alongside Customer Success Managers.
• Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
• Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.

Skills

4+ years exp

Technical support

Cybersecurity

Enterprise SaaS

API troubleshooting

Log analysis

Salesforce

Jira

Confluence

Spanish fluent

Tools

Salesforce

Jira

Confluence

Job description

Abnormal Security Corp. is seeking a motivated, customer-obsessed technical support professional with 4+ years of experience to support enterprise customers.

You will troubleshoot complex issues, investigate API questions, and advocate for product improvements in a high-stakes security environment. You will collaborate with Engineering and Product teams, delivering timely updates and actionable solutions, and help drive onboarding and knowledge-base efforts to improve self-service and reduce