Why This Job is Featured on The SaaS Jobs
Technical Support Engineer roles remain a core function in enterprise SaaS, where product value is proven in production environments rather than demos. This listing stands out for its focus on an AI-driven cybersecurity platform that integrates with widely used cloud ecosystems (Microsoft 365, Google Workspace, Okta, Slack). That combination signals a support surface area shaped by real-world SaaS administration, identity, and API behavior—common fault lines for modern security products.
From a SaaS career perspective, the work builds durable operating skills: structured incident investigation, log-based debugging, and translating technical root cause into customer-facing guidance. The emphasis on pattern-spotting and feeding insights back to Engineering and Product reflects how mature SaaS support teams influence roadmap quality, reduce repeat issues, and improve onboarding outcomes through knowledge content and case deflection.
This role is best suited to professionals who enjoy methodical troubleshooting and clear communication across technical and non-technical stakeholders. It also fits someone motivated by enterprise customer contexts, where expectations around responsiveness, documentation, and trust are high. Prior exposure to SaaS tooling like Salesforce and Jira aligns well with the day-to-day coordination typical of support organizations in B2B software.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About You
You’re an experienced, 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.
What You Bring:
- 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.
- Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus.
In This Role, You Will:
- 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.
#LI-EM5
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
Base salary range:
$51,000—$60,000 USD
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.
