Technical Support Engineer

Abnormal AI
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Customer-focused","Troubleshooting","Cross-functional collaboration","Communication","Continuous learning"]

Provide L1 technical support to enterprise customers using Abnormal’s Cloud Email Security and AI Security Agents. Resolve inbound tickets spanning configuration issues, API questions, behavioral false positives, and threat investigations while delivering clear root-cause insights and timely updates. Partner closely with Engineering and Product to ensure high-quality resolutions and maintain post-mortems and knowledge base content. Support onboarding with Customer Success and identify recurring support patterns to drive product improvements.

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FursaFursa
Abnormal AI
Abnormal AI
2 days ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide L1 technical support to enterprise customers using Abnormal’s Cloud Email Security and AI Security Agents. Resolve inbound tickets spanning configuration issues, API questions, behavioral false positives, and threat investigations while delivering clear root-cause insights and timely updates. Partner closely with Engineering and Product to ensure high-quality resolutions and maintain post-mortems and knowledge base content. Support onboarding with Customer Success and identify recurring support patterns to drive product improvements.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security and AI Security Agents.
  • •Own and resolve inbound support tickets, including configuration issues, API questions, behavioral false positives, and threat investigations.
  • •Provide clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust.
  • •Collaborate with Engineering to deliver timely resolutions and maintain robust post-mortem documentation.
  • •Support onboarding and engagement with Customer Success, and create/maintain knowledge base content while identifying recurring support patterns for product improvements.

Key Requirements

  • •4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.
  • •Strong knowledge of email security fundamentals and SaaS/cloud ecosystems (e.g., Microsoft 365, Google Workspace, Slack, Okta).
  • •Experience debugging complex technical issues, analyzing logs, and collaborating cross-functionally with Engineering and Product.
  • •Excellent written and verbal communication skills to explain technical concepts to technical and non-technical stakeholders.
  • •Familiarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
Experience:4+ yearsCybersecurityEnterprise SaaSAPI-driven platformsCloud ecosystemsEmail securityBehavioral AI
Skills:Customer-focusedTroubleshootingCross-functional collaborationCommunicationContinuous learning
Languages:English
Tech Stack:Microsoft 365Google WorkspaceSlackOktaSplunkCrowdStrikeCortex SOARRest APIZoomZendeskSalesforceJiraConfluence

Company Brief

Abnormal AI
Provides AI-powered email security and human behavior analysis to detect phishing, business email compromise, and account takeover attacks. The platform helps organizations protect employees and communications across cloud email and collaboration tools.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn