L1 Technical Support Engineer — AI Security for SaaS

Abnormal AI; United States; On-site; USD 43,000 - 62,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Benefits package

Job summary

Abnormal AI in the United States seeks an experienced technical support professional. You will own and resolve enterprise tickets, investigate API configurations, and deliver clear root-cause analyses to build customer trust.

You’ll work with Engineering and Product to drive high-quality resolutions, contribute to knowledge bases, and support onboarding. A customer-first, analytical mindset is essential for success.

Qualifications

• 4+ years in technical support within cybersecurity, SaaS, or enterprise tech environments.
• Strong understanding of email security concepts and cloud/SaaS ecosystems.
• Experience troubleshooting APIs, integrations, and enterprise platform configurations.
• Investigate and resolve issues via log analysis with cross-functional collaboration.
• Excellent written and verbal communication skills.
• Familiar with Salesforce, Jira, and Confluence for support workflows.
• Customer-first mindset with focus on problem-solving and operational excellence.
• Experience using AI-powered tools for support is highly preferred.

Responsibilities

• Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security and SaaS Security solutions.
• Own and resolve inbound support tickets, including configuration issues and API questions.
• Provide timely updates, root cause analysis, and solution recommendations to build trust.
• Collaborate with Engineering to drive high-quality resolutions and document post-mortems.
• Support onboarding and customer engagement alongside Customer Success Managers.
• Create and maintain knowledge base documentation to improve self-service and deflection.
• Identify recurring trends and feedback to improve product functionality and UX.

Skills

Tech support

Cybersecurity

Enterprise SaaS

API troubleshooting

Log analysis

Cross-functional

Communication

AI tools

Tools

Salesforce

Jira

Confluence

Job description

Abnormal AI in the United States seeks an experienced technical support professional. You will own and resolve enterprise tickets, investigate API configurations, and deliver clear root-cause analyses to build customer trust.

You’ll work with Engineering and Product to drive high-quality resolutions, contribute to knowledge bases, and support onboarding. A customer-first, analytical mindset is essential for success.