L1 Technical Support Engineer (Spanish-Speaking)

Join Abnormal, a leading cybersecurity company, as a Spanish-speaking L1 Technical Support Engineer. In this role, you will serve as a trusted technical advisor for enterprise customers, resolve inbound support tickets, deliver timely customer updates, and partner closely with engineering teams. You will also support onboarding and customer engagement efforts, create and maintain knowledge base documentation, and identify recurring support trends. The position offers a range of benefits, including healthcare, flexible PTO, 401k, and more.

Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions.

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

Responsibilities

• 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.
• Comfortable leveraging AI-powered tools and GPT-based assistants to improve troubleshooting, workflows, and support outcomes

Requirements

• 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
• Skilled at troubleshooting complex technical issues, analyzing logs, and partnering cross-functionally with Engineering and Product teams to drive resolution
• Fluent in Spanish, bonus if also fluent in Portuguese
• 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
• 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
• An excellent communicator who can clearly explain technical concepts to both technical and non-technical audiences
• 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 working with Salesforce, Jira, Confluence, or similar support and collaboration tools
• Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
• Strong written and verbal communication skills
• Customer-first mindset with a strong focus on problem-solving and operational excellence

Preferred

• Experience using AI tools or AI-powered support platforms is highly preferred
• Experience troubleshooting APIs, integrations, and enterprise platform configurations