L1 Technical Support Engineer

External

Abnormal Security · Remote

Full-timeRemote2d ago

ConfluenceCross-functional CollaborationDocumentationJiraRESTSalesforce

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About the role

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.

Requirements

A technically curious and customer-focused support professional with 4+ years of experience in technical support, ideally within cybersecurity, enterprise SaaS, or API-driven platforms.

Knowledgeable in email security fundamentals, SaaS environments, and cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.

Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution.

An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences.

Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively.

Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences.

Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes.

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.

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Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.

In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range:

$31.25 - $44.96 USD

L1 Technical Support Engineer

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