L1 Technical Support Engineer
Core
L1 Technical Support Engineer for enterprise customers using Cloud Email Security, AI Security Agents, and SaaS Security solutions.
Role type
L1 Technical Support Engineer
Builds
Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions
Domain
Cybersecurity, Email Security, SaaS
Deliverable
client delivery
Required skills
troubleshooting complex technical issues, log analysis, API troubleshooting, cross-functional collaboration, knowledge of email security fundamentals, cloud ecosystem navigation
Preferred skills
experience with AI-powered tools, GPT-based assistants
Technologies
Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, Zoom, Salesforce, Jira, Confluence
Responsibilities
Own and resolve inbound support tickets including configuration issues and threat investigations, deliver timely customer updates and root cause analysis, partner with Engineering teams for resolutions, support onboarding and customer engagement, create and maintain knowledge base documentation, identify recurring support trends and provide product feedback
Seniority
Mid-level, hands-on IC