Abnormal - Technical Support Engineer AI Cybersecurity Platform
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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. • Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus.
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.
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