Provide L1 technical support for enterprise customers using Abnormal�s email and SaaS security platforms. Own inbound tickets, troubleshoot APIs and integrations, analyze logs, deliver root cause analysis, collaborate with Engineering and Customer Success, maintain knowledge base documentation, and surface product improvement opportunities.
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.
Who you are
- 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.
- Serve 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, including configuration issues, API-related questions, behavioral false positives, and threat investigations.
- Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform.
- 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, and provide feedback that helps improve product functionality and user experience.
- 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.
#LI-EM3
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
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
Similar Jobs
Fintech
As a Technical Support Engineer at Databento, you'll handle customer inquiries, resolve common issues, and escalate more complex matters, ensuring effective use of APIs and data products.
Top Skills:
CurlEbpfGdbGrafanaJqLokiLsofNcPerfPrometheusPythonSentrySQLSsStraceTcpdumpTelnetWiresharkXxd
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Lead pricing and packaging strategy for ServiceNow's portfolio, focusing on AI and SaaS offerings. Develop monetization models, run pricing experiments and analyses, track price realization KPIs, identify growth opportunities, and align stakeholders across product, GTM, and operations to implement pricing changes.
Top Skills:
A/B TestingAIConjoint AnalysisSaaS
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Sell ServiceNow software to mid-market (1,000-5,000 employees) companies in Ohio. Develop territory strategy, prospect and qualify leads, run product demonstrations, manage accounts, collaborate with marketing and virtual specialists, and meet quarterly and annual sales quotas while advising customers on AI and IT roadmaps.
Top Skills:
AICRMServicenow
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
