Technical Support Engineer

Abnormal Security; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Abnormal Security in Bengaluru (India) seeks an experienced technical support professional to serve as a trusted L1 engineer for enterprise customers using Cloud Email Security and AI Security Agents. You will own inbound tickets, investigate configuration issues, and provide timely updates with root-cause insights.

Ideal candidates have 4+ years in cybersecurity or enterprise SaaS support, strong Debian/Cloud logs familiarity, and excellent communication skills.

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 (e.g., Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike).
• Proven ability to debug complex technical issues, analyze logs, and collaborate with Engineering and Product teams.

Responsibilities

• Act as a trusted L1 technical support engineer 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 with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation.
• Support onboarding and engagement by working with Customer Success Managers.
• Create and maintain knowledge base content to improve case deflection and empower customers.
• Identify patterns in support interactions to flag recurring pain points and drive product improvements.

Skills

4+ years exp

Cybersecurity

Email security

SaaS platforms

API-driven platforms

Cross-functional collaboration

Excellent communication

Troubleshooting

AI-assisted tools

Tools

Zendesk

Salesforce

Jira

Confluence

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.

Youre 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. Youre 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 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.

In This Role, You Will:

• Act as a trusted L1 technical support engineer 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-UC1

AI and our hiring process

Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.

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. If you would like more information on your EEO rights under the law, please.

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.