L1 Technical Support Engineer, Abnormal AI
$31.25—$44.96 USD/hr
Cloud email security platform
Job no longer available
Cloud email security platform
1001+ employees
Job no longer available
$31.25—$44.96 USD/hr
1001+ employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- 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
- 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
- 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
- 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
- Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution
- An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences
- Familiar with tools like Salesforce, Jira, and Confluence to manage workflows and collaboration effectively
- Someone who values continuous learning, operational efficiency, and delivering exceptional customer experiences
- Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes
- 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
- Strong understanding of email security concepts and modern cloud/SaaS ecosystems
- Experience troubleshooting APIs, integrations, and enterprise platform configurations
- Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
- Strong written and verbal communication skills
- Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools
- Customer-first mindset with a strong focus on problem-solving and operational excellence
- Experience using AI tools or AI-powered support platforms is highly preferred
- This position involves access to technology that is subject to the U.S. Export Administration Regulations (EAR). As a result, candidates offered employment must be eligible to access controlled technology under U.S. export control laws. Employment in this position is conditioned on the availability of government authorization
What the job involves
- 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 that build trust and confidence in the platform
- Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation
- Support onboarding and customer engagement efforts alongside Customer Success Managers
- Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection
- Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience
Our take
Fraud involving impersonation is one of the top causes of online financial crime. Criminal tactics like email account spoofing, where the criminal impersonates an official account to steal personal information or money, are rife. Abnormal AI is a startup aimed at handling these hyper-targeted and personalised email attacks by analysing communications and identifying potential fraud before it can take place.
The fraud detection space is extremely competitive, but Abnormal AI differentiates itself through its focus on the threat of impersonation rather than a spectrum of threats. This has allowed it to amass a wealth of data relating specifically to high-risk impersonation attacks, analyzing over 45,000 signals to detect any anomalies.
Its specialised approach has fuelled rapid growth, leading to a $5B valuation after a Series D Funding round in 2024. Now, Abnormal plans to double down on product development and expand internationally, prioritising markets where data security laws necessitate a local presence. By staying focused on impersonation, Abnormal AI positions itself as a formidable force in the fight against online financial crime.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2024
$250m
SERIES D
May 2022
$210m
SERIES C
Total funding: $534m
Company benefits
- Healthcare
- Flexible PTO
- 401k
- One Medical
- Flexible Spending Account
- Mental Health Resources
- Home Office Stipend
- Monthly Internet & Phone Stipend
- Health and Wellness Stipend
Company HQ
Spring Valley, NV
Leadership
Evan Reiser
(Co-Founder & CEO)Having started their career as a Software Engineer, co-founded GamerNook.com, Bloomspot, and Adstack before spending 3 years at Twitter. Co-founded Abnormal Security in April 2018, and has been CEO since.
Sanjay Jeyakumar
(Co-Founder & CTO)Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.
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