Technical Support Engineer

# Technical Support Engineer

**Hybrid - Bangalore, India**
**L1 Technical Support**
**Job ID: R-101182**

## 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.

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**#LI-UC1**

## Additional Information

About AI in our 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 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. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

About Compensation: The base salary range for this position is dependent on the candidate's experience, skills, qualifications, and location. The actual offer may vary. In addition to base salary, this role is eligible for equity, annual bonus, and benefits.

## Equal Employment Opportunity

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. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicants at various stages through our recruitment process.

Abormal AI is committed to protecting your privacy. Please review our Abnormal AI Applicant Privacy Policy for full information about how Abnormal AI uses your personal information. By submitting an application you confirm that you have read and understand the Abnormal AI Applicant Privacy Policy.