Technical Support Engineer

Overview

Technical Support Engineer for enterprise customers using Abnormal’s cloud email and AI security offerings.

What you'll do

• Act as an L1 technical advisor for enterprise customers.
• Own and resolve inbound support tickets across configuration issues, API questions, false positives, and threat investigations.
• Provide clear, timely updates, root-cause insights, and solution recommendations.
• Collaborate with Engineering for timely, high-quality resolutions and post-mortem documentation.
• Support onboarding alongside Customer Success Managers.
• Create and maintain internal/external knowledge base content and identify recurring pain points.

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, SaaS platforms, and cloud ecosystems.
• Ability to debug complex issues and analyze logs.
• Excellent written and verbal communication skills for technical and non-technical stakeholders.
• Familiarity with support/collaboration tools like Zendesk, Salesforce, Jira, and Confluence.
• Experience using AI tools (e.g., GPT-based assistants or AI-powered support platforms) for troubleshooting is a strong plus.

Details

• Work mode: Hybrid.
• Location: Bangalore, India.