Technical Support Engineer

About this job

Abnormal is hiring a Technical Support Engineer for a hybrid role in Bangalore, India. In this position, you will join a customer-obsessed team dedicated to stopping cyber threats using advanced behavioral AI for email and SaaS security. Your primary mission is to support enterprise clients who rely on Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security platforms. A typical day involves acting as a trusted L1 technical advisor, handling inbound support inquiries, troubleshooting complex system issues, analyzing logs, investigating security threats, and communicating clearly with stakeholders. You will also work closely with Engineering and Product teams to resolve technical challenges, contribute to knowledge bases, and help drive continuous product improvements to ensure exceptional customer trust and satisfaction.

Responsibilities

• Serve as an L1 technical advisor for enterprise clients using Abnormal security platforms.
• Manage and resolve inbound support tickets covering configurations, APIs, and threat investigations.
• Deliver clear updates, root cause insights, and solutions to customers.
• Partner with Engineering to achieve timely resolutions and create post-mortem documentation.
• Work alongside Customer Success Managers during onboarding and customer engagement.
• Develop and update internal and external knowledge base articles.
• Spot patterns in support cases to highlight pain points and advocate for product enhancements.

Requirements

• At least 4 years of experience in technical support, preferably within cybersecurity or enterprise SaaS.
• Familiarity with email security principles, cloud ecosystems, and SaaS platforms like Microsoft 365 and Google Workspace.
• Track record of debugging technical problems, examining logs, and working cross-functionally.
• Strong written and verbal communication abilities for diverse stakeholders.
• Knowledge of support platforms including Zendesk, Salesforce, Jira, and Confluence.
• Commitment to ongoing learning and enhancing the customer support journey.

Good to have

• Experience with API-driven platforms and tools like Slack, Okta, Splunk, Crowdstrike, or Zoom.
• Familiarity with AI tools such as GPT assistants or internal chatbots for troubleshooting.

Who should apply

This role is ideal for experienced technical support professionals with a strong background in enterprise SaaS or cybersecurity environments. Candidates who excel at debugging complex issues, investigating digital threats, and communicating technical concepts clearly will find a great fit here. Since the position requires a solid history of managing customer cases and collaborating with engineering teams, freshers should not apply as 4+ years of relevant experience is specifically requested.

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