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Technical Support Engineer

Abnormal AI· L1 Technical Support
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Hybrid (Bangalore, India)full-timePosted 1mo ago

About the role

Hybrid technical support role for enterprise customers focusing on Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security, with emphasis on incident resolution, collaboration with Engineering, and knowledge base creation.

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.

Qualifications

  • 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 Zendesk, 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.

Skills

Required:Technical support in cybersecurity or enterprise SaaSEmail security fundamentalsCloud ecosystem familiarityCommunication
Last updated Sep 12, 2026. Interested? Apply on the company site.

About Abnormal AI

The Behavioral Security Platform for the AI era.

AI SecurityAbnormal Behavioral Security PlatformBehavioral SecurityEmail SecurityIdentity SecurityInsider ThreatPlatformenterprise-infrastructure
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