L1 Technical Support Engineer
New
A
AbnormalCybersecurity SaaS
Remote - USAFull-TimeMiddle
Salary65,000 - 93,516.8 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- SalesforceJiraConfluenceSaaSGoogle Workspace
Requirements
- 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.
- Strong written and verbal communication skills.
- Experience with Salesforce, Jira, and Confluence.
- Customer-first mindset with a focus on problem-solving.
- Experience using AI tools or AI-powered support platforms is highly preferred.
Responsibilities
- Serve as a trusted L1 technical advisor for enterprise customers.
- Own and resolve inbound support tickets.
- Deliver timely customer updates, root cause analysis, and solution recommendations.
- Partner closely with Engineering teams for high-quality resolutions.
- Support onboarding and customer engagement efforts.
- Create and maintain internal and external knowledge base documentation.
- Identify recurring support trends to improve product functionality.
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