Technical Support Engineer - AI Cybersecurity Platform

Abnormal Security; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Join a leading cybersecurity company as a trusted L1 technical advisor, providing exceptional support for enterprise customers using cutting-edge Cloud Email Security. Leverage your technical expertise and problem-solving skills to resolve complex issues, collaborate with cross-functional teams, and enhance customer trust. A unique opportunity to work in a dynamic environment focused on evolving cyber threats.

Qualifications

• 4+ years in technical support roles, ideally in cybersecurity.
• Strong knowledge of email security fundamentals and SaaS platforms.
• Excellent communication skills to explain concepts to diverse audiences.

Responsibilities

• Act as a trusted L1 technical advisor for enterprise customers.
• Resolve inbound support tickets including configuration and API questions.
• Collaborate with Engineering to ensure high-quality resolutions.

Skills

Technical Support

Communication

Problem Solving

Debugging

Collaboration

Continuous Learning

Tools

Zendesk

Salesforce

Jira

Confluence

Job description

About You

You’re an experienced, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ years of experience, you’ve developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement.

You're energized by the evolving threat landscape in email and SaaS security, and you’re excited to support a platform that uses behavioral AI to stop the attacks others miss. You're equal parts communicator, troubleshooter, and customer champion—committed to delivering exceptional support and building customer trust at every step.

What You Bring:

• 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.
• Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom.
• Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Familiarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
• A mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes.
• Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus.
  
  

In This Role, You Will:

• Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and Saas Security.
• Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations.
• Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust.
• Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation.
• Support seamless customer onboarding and engagement by working alongside Customer Success Managers.
• Create and maintain internal and external knowledge base content to improve case deflection and empower customers.
• Identify patterns in support interactions to flag recurring pain points and drive product improvements.

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