L1 Technical Support Engineer

About the Opportunity

Abnormal AI is hiring an L1 Technical Support Engineer to support enterprise customers using its cloud email security, AI Security Agents, and SaaS Security products.

This is a remote position within the United States. The role focuses on technical troubleshooting, API and integration support, threat investigation, customer communication, and collaboration with Engineering and Product teams.

What You’ll Do

• Serve as an L1 technical advisor for enterprise customers using Abnormal security products.
• Own and resolve inbound support tickets involving configuration issues, APIs, integrations, behavioral false positives, and threat investigations.
• Provide timely customer updates, root-cause analysis, and practical solution recommendations.
• Partner with Engineering to resolve technically complex cases.
• Maintain detailed post-mortem and case documentation.
• Support onboarding and customer-engagement activities alongside Customer Success Managers.
• Create and maintain internal and external knowledge-base documentation.
• Identify recurring support trends and customer pain points that can improve product functionality and user experience.

Required Experience

Candidates need at least four years of technical support experience within cybersecurity, SaaS, enterprise technology, or a comparable technical environment.

The successful candidate should be comfortable troubleshooting complex enterprise issues, analyzing logs, and working cross-functionally with technical teams.

Security and SaaS Knowledge

The role requires a strong understanding of email security concepts and modern SaaS and cloud ecosystems.

Relevant platforms and technologies include Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.

Support Tools and Communication

Candidates should have strong written and verbal communication skills and be able to explain technical concepts clearly to both technical and non-technical audiences.

Experience with Salesforce, Jira, Confluence, or similar customer-support and collaboration tools is also required.

AI-Assisted Support

Abnormal values experience using AI-powered support tools or GPT-based assistants to improve troubleshooting, workflows, and customer outcomes.

Remote Work

This role is listed as remote within the United States. WorkinVirtual should preserve the U.S.-only restriction and should not present the position as worldwide remote.

Compensation

The employer publishes a base pay range of $31.25 to $44.96 USD. The official page does not explicitly label the pay period in the visible compensation section, so WorkinVirtual should not assume hourly, annual, or another period without additional employer confirmation.

The role may also be eligible for bonus or incentive compensation, equity, and benefits.

About Abnormal AI

Abnormal AI develops behavioral-AI cybersecurity technology designed to protect organizations from email, SaaS, and AI-enabled threats.

Candidates applying through WorkinVirtual will be directed to Abnormal AI’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.