Abnormal AI · 2 weeks ago
Technical Support Engineer – AI Cybersecurity Platform
United States
Full-time
Remote
Mid Level
$51K/yr - $60K/yr
4+ years expAbnormal AI is a company focused on AI-driven cybersecurity solutions, and they are seeking a Technical Support Engineer to provide exceptional customer support for their AI Cybersecurity Platform. The role involves troubleshooting complex technical issues, collaborating with engineering teams, and enhancing customer experience through effective communication and problem-solving.
Artificial Intelligence (AI)Cyber SecurityEmailInformation TechnologyNetwork Security
Responsibilities
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
Qualification
Required
4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms
Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom
Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams
Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence
A mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes
Preferred
Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus
Benefits
Bonus
Restricted stock units (RSUs)
Benefits
Company
Abnormal AI
Abnormal AI is the leading AI-native human behavior security platform.
1001-5000 employees
H1B Sponsorship
Abnormal AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
Funding
Current Stage
Late StageTotal Funding
$534MKey Investors
Wellington ManagementCrowdStrike Falcon FundInsight Partners
2024-08-06Series D· $250M
2023-03-29Series Unknown
2022-05-10Series C· $210M
Leadership Team
Evan Reiser
Founder & CEO
Sanjay Jeyakumar
CTO, Co-Founder, and Head of R&D
Recent News
Company data provided by crunchbase