一级技术支持工程师
L1 Technical Support Engineer
职位描述
你是一位积极主动、以客户为中心的技术支持专业人员，热衷于在高风险环境中解决复杂问题。拥有4年以上经验，你已建立起为客户提供支持、推动技术调查并倡导产品持续改进的记录。
你对电子邮件和SaaS安全领域的不断变化的威胁格局充满热情，并且对一个使用行为AI来阻止其他系统忽略的攻击的平台感到兴奋。你兼具沟通者、故障排除者和客户拥护者的特质，致力于在每一步都提供卓越的支持并建立客户信任。
你是什么样的人
- 一位技术好奇且以客户为导向的支持专业人员，拥有4年以上技术支持经验，最好是在网络安全、企业SaaS或API驱动平台领域。
- 熟悉电子邮件安全基础、SaaS环境以及云生态系统，如Microsoft 365、Google Workspace、Slack、Okta、Splunk、CrowdStrike、Cortex SOAR、REST API和Zoom。
- 擅长排查复杂技术问题、分析日志，并与工程和产品团队跨职能合作以推动解决。
- 优秀的沟通者，能够向技术人员和非技术人员清晰地解释技术概念。
- 熟悉Salesforce、Jira和Confluence等工具，以有效管理流程和协作。
- 重视持续学习、运营效率和提供卓越的客户体验。
- 能够熟练使用AI驱动的工具和基于GPT的助手，以提高故障排除、流程和客服结果。
你将做什么
- 成为企业客户在使用Abnormal的云电子邮件安全、AI安全代理和SaaS安全解决方案时值得信赖的一线技术顾问。
- 负责并解决来自客户的支持工单，包括配置问题、与API相关的问题、行为误报和威胁调查。
- 提供及时的客户更新、根本原因分析和解决方案建议，以建立客户对平台的信任和信心。
- 与工程团队紧密合作，推动高质量的解决方案并保持详尽的事故回顾文档。
- 与客户成功经理一起支持客户上架和客户参与工作。
- 创建和维护内部和外部的知识库文档，以提升客户的自助服务能力。
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About the Role
You're a motivated, 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.
Who you are
- 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.
What you will do
- 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.
Must Haves
- 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.
#LI-EM3
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
Base salary range:
$31.25—$44.96 USD
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
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 click here. If you would like more information on your EEO rights under the law, please click here.