Technical Support Engineer

Menlo Ventures; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Abnormal AI is seeking an experienced L1 technical support engineer to serve enterprise customers on Cloud Email Security, AI Security Agents, and Saas Security. You will own and resolve inbound tickets, provide timely updates, and drive root-cause analysis with cross-functional teams.

You will collaborate with Engineering to deliver high-quality resolutions, contribute to post-mortems, and help onboard customers alongside Customer Success.

Qualifications

• 4+ years in technical support roles, ideally in cybersecurity or enterprise SaaS.
• Proven ability to debug complex issues, analyze logs, and collaborate cross-functionally.
• Excellent written and verbal communication, with ability to explain technical concepts to diverse stakeholders.
• Familiarity with Zendesk, Salesforce, Jira, and Confluence.

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 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.

Skills

Technical support

Cybersecurity knowledge

Communication skills

Problem solving

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.

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