L1 Technical Support Engineer
A
Abnormal SecurityCybersecurity SaaS
Remote - USAFull-TimeEntry
Salary$25.77 — $37.02 USD
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Job Details
- Experience
- 2 years
- Required Skills
- CybersecuritySalesforceJiraRESTful APIsConfluenceSaaSTechnical support
Requirements
- 2 years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.
- Strong understanding of email security concepts and modern cloud/SaaS ecosystems (e.g., Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike).
- 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.
- Experience using AI tools or AI-powered support platforms is highly preferred.
Responsibilities
- Serve as a trusted L1 technical advisor for enterprise customers using Cloud Email Security, AI Security Agents, and SaaS Security solutions.
- Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.
- Deliver timely customer updates, root cause analysis, and solution recommendations.
- Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.
- Support onboarding and customer engagement efforts alongside Customer Success Managers.
- Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
- Identify recurring support trends and customer pain points to provide product feedback.
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