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L1 Technical Support Engineer

May 27, 2026

<h2>About the Role</h2> <p>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.</p> <p>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.</p> <h2><br>Who you are</h2> <ul> <li>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.</li> <li>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.</li> <li>Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution.</li> <li>An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences.</li> <li>Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively.</li> <li>Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences.</li> <li>Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes.</li> </ul> <h2>What you will do</h2> <ul> <li>Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security solutions.</li> <li>Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.</li> <li>Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform.</li> <li>Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.</li> <li>Support onboarding and customer engagement efforts alongside Customer Success Managers.</li> <li>Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.</li> <li>Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.</li> </ul> <p> </p> <h2>Must Haves</h2> <ul> <li>4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.</li> <li>Strong understanding of email security concepts and modern cloud/SaaS ecosystems.</li> <li>Experience troubleshooting APIs, integrations, and enterprise platform configurations.</li> <li>Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.</li> <li>Strong written and verbal communication skills.</li> <li>Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools.</li> <li>Customer-first mindset with a strong focus on problem-solving and operational excellence.</li> <li>Experience using AI tools or AI-powered support platforms is highly preferred.</li> </ul> <p>#LI-EM3</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.<br>In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.</p></div><div class="title">Base salary range:</div><div class="pay-range"><span>$31.25</span><span class="divider">—</span><span>$44.96 USD</span></div></div></div><div class="content-conclusion"><p><br>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 <a href="https://abnormal.ai/aap-eeoc-statement" target="_blank"><span style="text-decoration: underline;"><em>click here</em></span></a>. If you would like more information on your EEO rights under the law, please <em><span style="text-decoration: underline;"><a href="https://abnormal.ai/eeoc-poster" target="_blank">click here</a></span></em>.</p></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...