- 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
- Partner with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation
- Support onboarding and customer engagement efforts alongside Customer Success Managers
- Create and maintain internal and external knowledge base documentation
- Identify recurring support trends and customer pain points and provide product and user-experience feedback
Requirements
- 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
- Knowledge of email security fundamentals and modern cloud/SaaS ecosystems
- Knowledge of Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom
- Experience troubleshooting APIs, integrations, and enterprise platform configurations
- Ability to analyze logs and investigate and resolve technical issues
- Experience partnering cross-functionally with Engineering and Product teams
- Strong written and verbal communication skills
- Experience with Salesforce, Jira, Confluence, or similar support and collaboration tools
- Customer-first mindset with strong problem-solving and operational excellence focus
- Experience using AI tools or AI-powered support platforms is highly preferred
Core Competencies
Demonstrates expertise in technical support within cybersecurity and SaaS environments, with a strong focus on email security fundamentals and API troubleshooting. Capable of delivering customer-centric solutions and collaborating effectively with cross-functional teams.
Highest-signal resume keywords
- Technical Support Experience
- Email Security Fundamentals
- API Troubleshooting
- Cross-Functional Collaboration
- Customer-Focused Problem Solving
Hard Skills
- Technical Support
- API Troubleshooting
- Log Analysis
- Configuration Management
- Cybersecurity Knowledge
- SaaS Ecosystem Understanding
- Email Security
- Customer Engagement
- Root Cause Analysis
- Solution Recommendations
Soft Skills
- Strong Communication Skills
- Customer-First Mindset
- Problem-Solving
- Operational Excellence
Industry Keywords
- Cybersecurity
- SaaS
- Enterprise Technology
- Cloud Security
- Technical Support
Tools & Technologies
- Microsoft 365
- Google Workspace
- Slack
- Okta
- Splunk
- CrowdStrike
- Cortex SOAR
- REST APIs
- Salesforce
- Jira
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L1 Technical Support Engineer Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
