Technical Support Engineer
Customer successWorkplace — unknown
Published on 2026-10-26
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Provide first-line technical support to enterprise customers using Abnormal AI’s cloud email security and SaaS security products. Investigate configuration, API, false-positive, and threat-related issues while communicating clear resolutions and advocating for product improvements.
About the company
Abnormal Security uses AI to detect and stop email and collaboration attacks such as phishing and business email compromise. It protects enterprises against social engineering and account takeover.
Stack
Microsoft 365Google WorkspaceSlackOktaSplunkCrowdStrikeCortex SOARREST API
What you'll do
- Own and resolve inbound customer support tickets and technical investigations.
- Provide timely updates, root-cause insights, and solution recommendations.
- Coordinate with Engineering on resolutions and post-mortem documentation.
- Support customer onboarding in partnership with Customer Success Managers.
- Create and maintain internal and external knowledge-base content.
- Identify recurring customer pain points and recommend product improvements.
What we're looking for
- 4+ years of technical support experience, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.
- Knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems.
- Ability to debug complex issues, analyze logs, and collaborate with Engineering and Product.
- Strong written and verbal communication skills for technical and non-technical audiences.
- Familiarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
- Commitment to continuous learning and improving customer experience and support processes.
Nice to have
- Experience using AI tools for troubleshooting or prompting.