Technical Support Engineer

Overview

Act as a trusted L1 technical advisor for enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security, resolving support tickets and driving technical investigations.

What you'll do

• 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.

What you'll need

• 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.

Nice to have

• Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting.

Details

• Hybrid, Bangalore, India.