Full-Time

L1 Technical Support Engineer

Confirmed live in the last 24 hours

Abnormal Security

Abnormal Security

501-1,000 employees

AI-driven email security against cyber threats

Cybersecurity
AI & Machine Learning

Compensation Overview

$63.8k - $75kAnnually

+ Bonus + Restricted Stock Units (RSUs)

Junior, Mid

Remote in USA

Category
Customer Success & Support
IT Support
IT & Security
Required Skills
Salesforce
Requirements
  • 2+ years experience in a fast-paced, enterprise product support environment
  • Basic understanding of, and prior experience successfully troubleshooting, issues involving email security fundamentals (i.e., DNS settings, MX Records, DMARC/DKIM)
  • Functional understanding of supporting multiple SaaS security products requiring interactions with enterprise security professionals (e.g., SOC analysts and managers)
  • Previous experience providing both phone and email support to the highest degree of customer satisfaction, with benchmark-beating response, update, and resolution SLA’s
  • Strong technical troubleshooting skills that enable independent issue investigation and effective, efficient collaboration with L2 Support when necessary (e.g., bug fixes and enhancements)
  • Experience with Internet and networking technologies and products
  • Required: Strong written and spoken communication skills in English
  • Required: Strong ability to collaborate, coordinate and escalate issues within a team of product support professionals
  • Required: Soft skills oriented towards driving customer success
  • Strong analytical and organizational skills
  • Advanced knowledge of case management systems and CRM’s
Responsibilities
  • Responsible for providing first line support response to customers in accordance with quarterly timeliness and quality targets as defined by your manager, including Support CSAT Rating - 95+%, 1st Response Time - ≥90% SLA Attainment - <1 hr. Sev1 - <8 hrs. Sev2, Resolution Time - ≥90% SLO Attainment - <8 hrs. Sev1 - <24hrs. Sev2, Case Deflection - <25% ENG escalation
  • Understand, troubleshoot, analyze and resolve product issues reported by the customer with a level of urgency, communication clarity, and transparency that turns escalations into positive experiences
  • Support the sales team and CSMs with break-fix-related activities that require product expertise and knowledge
  • Prioritize and accurately document the nature of the reported problem in case management systems (e.g., SFDC) to ensure efficient troubleshooting and tracking
  • Provide case status and next steps to the customer through customer-verified closure according to our defined support offering and associated SLA’s
  • Schedule live customer calls as necessary to address case issues, concerns, and ensure all commitments are met
  • Provide possible workarounds to issues to ensure customer success in situations where a full fix is not tenable as a near-term option
  • Track issues that tie to enhancement requests from customers and ensure a proper handoff to the CSM and Product teams for ensuing investigation and decisioning
  • Knowing when to escalate issues to L2 Support and working with that team on the escalation until the issue is resolved
  • Logging and managing all inbound/outbound interactions via the Salesforce CRM with customers in support cases, email, and phone
  • Always provide an outstanding customer experience while being the customer’s advocate through the lifecycle of their support case
  • Communicate effectively in writing and verbally with all levels of the organization both internally and externally
  • Contribute to Knowledge Base Articles and User Guides based on support issues

Abnormal Security protects organizations from advanced cyber threats, particularly those targeting email communications. The company uses artificial intelligence and machine learning to identify and block risks like phishing, malware, and business email compromise, which often evade traditional security systems. Its services are tailored for large enterprises that need strong security measures to safeguard sensitive information. Abnormal Security differentiates itself by offering a subscription-based model that integrates easily with existing email systems, allowing for quick setup without disrupting business operations. The goal is to provide effective protection against evolving cyber threats while continuously enhancing their technology through ongoing research and development.

Company Stage

Series D

Total Funding

$519.4M

Headquarters

San Francisco, California

Founded

2018

Growth & Insights
Headcount

6 month growth

28%

1 year growth

62%

2 year growth

56%
Simplify Jobs

Simplify's Take

What believers are saying

  • Abnormal Security raised $250M in Series D funding, valuing it at $5.1 billion.
  • The company is expanding beyond email to offer cross-platform AI-powered security solutions.
  • Abnormal Security was named a Leader in the 2024 Gartner Magic Quadrant for Email Security.

What critics are saying

  • Increased competition from emerging AI-powered cybersecurity startups like Patlytics.
  • Potential overvaluation concerns with a $5.1 billion valuation may lead to market corrections.
  • The challenge of maintaining rapid growth as the company expands beyond email security.

What makes Abnormal Security unique

  • Abnormal Security uses AI and ML to detect sophisticated email threats.
  • The company models human behavior to prevent account takeovers and financial damage.
  • Abnormal Security integrates seamlessly with existing email systems via API for quick deployment.

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Benefits

Competitive pay and equity

One of the most proven machine learning teams in Silicon Valley

Best-in-class customer traction and growth

Team-wide commitment to excellence, velocity, and customer-focus

Strong growth opportunities and high ownership expectations

Full medical, dental, and vision health insurance benefits

Daily catered lunches and snacks

Generous PTO