Technical Support Engineer

Abnormal AI; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Abnormal AI in Bengaluru is seeking an experienced Technical Support Engineer to support enterprise customers using Cloud Email Security and AI Security Agents. You will own and resolve inbound tickets, explain complex concepts, and collaborate with Engineering to deliver robust solutions.

The role requires 4+ years in technical support, strong knowledge of email security and SaaS platforms, and excellent communication. AI tooling experience is a plus and a passion for customer success.

Qualifications

• 4+ years in technical support, preferably for enterprise cybersecurity or SaaS.
• Strong knowledge of email security and cloud SaaS ecosystems.
• Ability to debug complex issues, analyze logs, and work with Eng/Prod teams.
• Excellent written and verbal communication for technical audiences.
• Familiarity with Zendesk, Salesforce, Jira, and Confluence.
• Proactive learner focused on customer experience and process improvement.
• Experience with AI-assisted troubleshooting is a plus.

Responsibilities

• Act as trusted L1 advisor for enterprise customers using Abnormal Cloud Email Security and related products.
• Own and resolve inbound support tickets including API questions and investigations.
• Provide timely updates, root-cause insights, and recommended solutions.
• Collaborate with Engineering for timely resolutions and post-mortems.
• Support onboarding and engagement with Customer Success Managers.
• Create and maintain knowledge base content to improve deflection.
• Identify recurring pain points to drive product improvements.

Skills

Technical support

Cybersecurity understanding

SaaS/cloud platforms

API-driven platforms

Debugging & logs

Communication skills

AI tooling experience

Education

Bachelor’s degree or equivalent

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.

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 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.

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.