Technical Support Engineer

Summary

Join Abnormal AI as a customer-obsessed technical support professional with 4+ years of experience supporting enterprise customers. You will act as a trusted technical advisor, resolving inbound support tickets, providing timely updates and solutions, and collaborating with engineering for high-quality resolutions. You will support customer onboarding, create knowledge base content, and identify patterns to drive product improvements. The ideal candidate possesses strong knowledge of email security, SaaS platforms, and cloud ecosystems, along with excellent communication skills. Experience with AI tools is a plus. Compensation includes a base salary, bonus, restricted stock units (RSUs), and benefits.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits