L1 Technical Support Engineer

Abnormal AI is a company focused on using behavioral AI to address email and SaaS security threats. The L1 Technical Support Engineer will support enterprise customers by resolving technical issues, investigating threats, analyzing logs, and partnering with Engineering and Customer Success teams. The role also involves improving documentation, identifying recurring support trends, and enhancing customer self-service and product experience. ResponsibilitiesServe as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutionsOwn and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigationsDeliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platformPartner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem doc