L1 Technical Support Engineer (Spanish-Speaking)

Abnormal · Remote - USA

🇺🇸 Remote (US)$31 – $45/hr5d ago

At a glance

Where: Remote — open to applicants in the United States
Pay: $31 – $45/hr — as listed by Abnormal
Team: Customer Support
Experience: 4+ years
Posted: November 10, 2026
Last confirmed open: 4m ago
At Abnormal: 32 open remote roles — mostly Sales & Business (12), Other (5), DevOps & Sysadmin (3). Pay is listed on 31 of them ($107,100 – $342,000/yr).
How to apply: Directly on Abnormal's own site — no NodJobs account needed.

About the role

This L1 Technical Support role serves as a trusted technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions, owning and resolving inbound tickets and partnering with Engineering. It suits support professionals with 4+ years of experience in cybersecurity, enterprise SaaS, or API-driven platforms who are comfortable with troubleshooting and clear communication.

What you'll do

Serve as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions.
Own and resolve inbound support tickets, including configuration issues, API questions, behavioral false positives, and threat investigations.
Deliver timely customer updates, root cause analysis, and solution recommendations that build trust in the platform.
Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.
Support onboarding and customer engagement efforts alongside Customer Success Managers.
Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
Identify recurring support trends and customer pain points, and provide feedback to improve product functionality and user experience.

What you'll need

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 troubleshooting APIs, integrations, and enterprise platform configurations.
Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.
Strong written and verbal communication skills.
Experience working with Salesforce, Jira, Confluence, or similar support and collaboration tools.
Customer-first mindset with a strong focus on problem-solving and operational excellence.
Fluent in Spanish.

Nice to have

Experience using AI tools or AI-powered support platforms.
Fluency in Portuguese.
Knowledgeable in Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.
Comfortable leveraging GPT-based assistants to improve troubleshooting, workflows, and support outcomes.