About the role

Role Overview

L1 Technical Support Engineer at Abnormal AI, working with enterprise customers on cloud email and SaaS security products powered by behavioral AI. You’ll troubleshoot complex issues, investigate threats/false positives, and partner with Engineering and Product to drive timely resolutions and continuous product improvement.

Responsibilities

Act 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 (configuration issues, API questions, behavioral false positives, and threat investigations).
Provide timely customer updates, root-cause analysis, and solution recommendations.
Partner with Engineering to deliver high-quality resolutions and maintain thorough post-mortem documentation.
Support onboarding and customer engagement alongside Customer Success.
Create and maintain internal/external knowledge base articles to improve self-service and deflect cases.
Identify recurring support trends and customer pain points; feed insights back to Product.

Requirements (Must Haves)

2 years of experience in technical support within cybersecurity, SaaS, or enterprise technology.
Strong understanding of email security concepts and modern cloud/SaaS ecosystems.
Experience troubleshooting APIs, integrations, and enterprise platform configurations.
Ability to investigate and resolve issues using log analysis and cross-functional collaboration.
Strong written and verbal communication skills.
Experience with Salesforce, Jira, Confluence (or similar tools).
Customer-first mindset focused on problem-solving and operational excellence.

Nice to Have

Experience using AI tools or AI-powered support platforms.
Familiarity with common enterprise security/product tooling and platforms.

Compensation

Base salary range: $25.77–$37.02 USD (annualized by posting currency format) with possible bonus/incentives, equity, and comprehensive benefits. (Final compensation depends on skills, experience, qualifications, and geographic location.)

About Abnormal AI

Abnormal AI is a company focused on email and SaaS security, using behavioral AI to stop threats that other systems may miss. It provides cloud email security and AI security agents, supporting enterprise customers with investigation, detection, and response workflows.

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