Technical Support Engineer

Overview

Technical Support Engineer supporting enterprise customers for Abnormal’s cloud email and SaaS security products.

What you'll do

• Resolve inbound L1 support tickets covering configuration issues, API questions, behavioral false positives, and threat investigations.
• Provide customers clear, timely updates, root cause insights, and solution recommendations.
• Collaborate with Engineering to deliver timely, high-quality resolutions.
• Support customer onboarding alongside Customer Success Managers.
• Create and maintain internal and external knowledge base content.
• Identify patterns in support interactions to flag recurring pain points for product improvements.

What you'll need

• 4+ years of experience in technical support roles.
• Experience supporting enterprise customers and driving technical investigations.
• Strong knowledge of email security fundamentals and SaaS platforms.
• Familiarity with cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, and Rest APIs.
• Ability to debug complex issues and analyze logs.
• Excellent written and verbal communication skills to explain technical concepts to technical and non-technical stakeholders.
• Experience using tools such as Zendesk, Salesforce, Jira, and Confluence.

Details

• Location: Hybrid — Bangalore, India.