Technical Support Engineer

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Skills you'll use

What you'll do

• 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.

Who can apply

• 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.

About Abnormal

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